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For Companies At a Glance
- Tasks: Deliver top-notch support for broadband, billing, and tech services while engaging with customers.
- Company: Join a dynamic team at FibreNest, committed to outstanding customer service.
- Benefits: Enjoy competitive pay, generous holiday, pension contributions, and hybrid working options.
- Other info: Embrace a culture of diversity and inclusion with opportunities for professional development.
- Why this job: Make a real difference in customer experiences and grow your career in a supportive environment.
- Qualifications: Strong communication skills and a knack for problem-solving; previous customer service experience is a plus.
The predicted salary is between 24479 - 24479 £ per year.
Job Location: Gloucester
Salary: £24,479
Contract type: Permanent
Posting End Date: 11/05/2026
Purpose of this role
Deliver outstanding service and support across our broadband, billing, and technical services, handling a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.
Key Responsibilities
- Respond to customer queries promptly via phone, email, online chat, and written letter.
- Keep customers updated at timely intervals and arrange service engineer appointments as needed.
- Update internal CRM system with account changes and notes.
- Triage customer connectivity faults and determine next steps, including escalation to technical support.
- Assist customers with account queries, ensuring payments are met or plans monitored; escalating to the Arrears team if required.
- Promote FibreNest's products and packages to potential customers.
- Drive continual improvement of customer service, perception, and satisfaction, complying with SLAs to meet KPIs.
- Contribute to team cohesion and morale.
- Communicate effectively with colleagues at all levels to ensure accurate and efficient information flow.
- Collaborate with colleagues to secure appropriate resources for customer needs.
- Develop professionally in all aspects of the role.
- Log all work-related activity using approved systems.
- Suggest up-sell/cross-sell products where relevant and valuable to the customer experience.
Experience / Knowledge
- Understanding of CRM systems and Microsoft Office.
Abilities / Skills
- Effective interpersonal and communication skills.
- Capability to engage customers and own resolution of issues.
- Positive, self‑motivated, and adaptable to fast‑paced, dynamic environments.
- Highly organised self‑starter with strong prioritisation and problem‑solving abilities.
Desirable
- Understanding of SharePoint, Microsoft Teams/Slack.
- Previous experience in a customer‑facing role.
What Can You Expect From Us
- Cost‑of‑living annual pay review.
- Company pension contributions up to 3% if employees contribute 5%.
- 33 days holiday including bank holidays, with the ability to purchase an additional 2 weeks.
- Enhanced maternity, paternity, and adoption pay.
- Referral programme: £1,000 net referral payment for each successful referral.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
Equal Opportunity Employer
BUUK is proud to be an equal opportunity employer and respects diversity, equity, and inclusion in all we do. We encourage applicants who meet many, but not all, of the qualifications to apply, and we offer flexible working options. Applicants may be contacted to discuss flexible working arrangements.
Customer Support Specialist employer: BUUK Infrastructure
Contact Detail:
BUUK Infrastructure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company! Research FibreNest and understand their products and services. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Specialist, you'll need to engage with customers effectively. Role-play common customer scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the team at FibreNest.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer support. We want to see how your skills match the role, so don’t be shy about showcasing your relevant achievements!
Show Off Your Communication Skills: Since this role is all about engaging with customers, let your written communication shine! Use clear, concise language and a friendly tone to demonstrate your ability to connect with people.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've resolved customer issues in the past, especially if you’ve used CRM systems or handled technical queries.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at BUUK Infrastructure
✨Know Your Stuff
Familiarise yourself with the company and its products, especially FibreNest's broadband and billing services. Understanding their offerings will help you answer questions confidently and show your genuine interest in the role.
✨Practice Makes Perfect
Rehearse common customer support scenarios and how you would handle them. Think about how you would respond to various customer queries, from technical issues to billing questions, and be ready to demonstrate your problem-solving skills.
✨Show Off Your Communication Skills
Since effective communication is key in this role, practice articulating your thoughts clearly and concisely. During the interview, make sure to listen actively and respond thoughtfully to the interviewer’s questions.
✨Be Ready to Share Examples
Prepare specific examples from your past experiences that highlight your customer service skills. Whether it’s a time you resolved a tricky issue or went above and beyond for a customer, these stories will showcase your abilities and fit for the role.