At a Glance
- Tasks: Provide first-line technical support to customers and assist with product advice.
- Company: Join Nominet, a leading domain name registry making a positive impact on society.
- Benefits: Enjoy 30 days annual leave, private healthcare, and a pension scheme.
- Other info: Hybrid working model with excellent career growth opportunities and a supportive culture.
- Why this job: Be part of a team that supports critical internet infrastructure and drives positive change.
- Qualifications: Exceptional customer support skills and experience in technical support for API or SaaS products.
The predicted salary is between 40500 - 49500 £ per year.
Location: Hybrid, with a minimum of 20% in the Oxford office per month.
Working hours: This role operates on a rotating shift pattern: Monday to Thursday: Early shift, 8:00am–4:30pm; or late shift, 9:30am–6:00pm. Friday: Rotating early, mid and late shifts.
About Us: We’re Nominet – a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on. As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.
The Role: Provide first-line technical support to all Nominet customers using Nominet products. The ideal candidate will have strong experience working within a help desk environment with a passion for service excellence or an experienced customer service professional with domain management experience.
What You'll Be Doing:
- Provide first-line customer support to Registrars (domain providers), Registrants (domain owners) and Law Enforcement partners.
- Provide break-fix support and product advice across the domain lifecycle.
- Provide solution(s) to requests, incidents and problems, working to SLA thresholds and escalating tickets appropriately when required.
- Complete necessary root cause analysis.
- Work with the broader team to develop and deliver updated documentation and support knowledge base for customers.
- Work closely with the Nominet team to understand and drive solution improvements.
- Support in key project and transformation activities as required.
- Assist with ad-hoc queries from customers and internal teams.
About You:
- Exceptional customer support skills with a clear track record of adding value through customer relationships.
- Experience in providing front-line technical support to API or SaaS products.
- Understanding of how DNS works and general, well-rounded IT competence.
- Experience using ticketing systems.
- Excellent troubleshooting skills to work with customers to identify root cause and identify full solutions.
- Advocate for change across all Nominet products/systems.
What to expect next:
- 1st stage: Introduction call with a member of the TA team (30 mins)
- 2nd stage: Hiring manager interview (60 mins)
- 3rd stage: Onsite interview (60 mins)
Our Values:
- We Make Things Happen
- We Pull Together
- We Bring A Positive Mindset
- We Keep It Simple
Our people make things happen, but our values are our compass as a company, guiding our day-to-day work and building our culture. They reflect that we're strongest when we're proactive and pull together, while underlining the importance of a "glass half full" mindset and aiming to keep things simple for success.
What We Offer:
- 30 days annual leave plus bank holidays, with the option to buy an additional 5 days
- Bupa private healthcare + Employee Assistance Programme
- Pension scheme matched to 7%
- Electric vehicle scheme with on-site charging points
- Rewards platform with discounts at hundreds of retailers and restaurants
- Medicash discounts on routine healthcare including optical and dental
- Company and individual performance-based annual bonus
Diversity Statement: We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Security Statement: Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles, due to the nature of their work, will require additional security clearance. Please note Nominet is unable to provide visa sponsorship or relocation support for this position.
Customer Service Advisor in Oxford employer: Nominet
Nominet is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid work model with a minimum of 20% in the Oxford office. With a commitment to a 34-hour working week, generous annual leave, and comprehensive benefits including private healthcare and a pension scheme, Nominet fosters a positive and inclusive work culture where innovation thrives. Employees are encouraged to develop their skills in a supportive environment, making it a rewarding place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Oxford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nominet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nominet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Oxford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nominet:Your cover letter is your chance to shine! Tell us why you want to work at Nominet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nominet!
How to prepare for a job interview at Nominet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
