Why Join Us?
Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.
You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.
About the role
Are you passionate about delivering outstanding customer service and building long-term client relationships? Do you enjoy taking ownership, solving problems, and becoming a trusted point of contact for customers? If so, we'd love to hear from you.
We're looking for a Customer Service Advisor to join our Customer Operations team, supporting a portfolio of high value accounts. As a dedicated account contact, you'll play a key role in delivering an exceptional customer experience while helping to retain and grow valuable client relationships.
In this role, you will champion customer satisfaction, operational excellence, and retention by ensuring all day-to-day service queries, billing questions, incident escalations, and service delivery workflows are handled efficiently and pro-actively. By developing deep working relationships with key stakeholders, understanding client business requirements, and maintaining stringent SLA compliance, you will play an essential role in driving client loyalty, long-term advocacy, and account stability.
What you'll be doing
- Managing service delivery across a portfolio of business accounts.
- Acting as the primary point of contact for customer enquiries and support requests.
- Taking ownership of orders, provisioning, and asset management activities.
- Coordinating with internal teams, suppliers, networks, and partners to resolve customer issues.
- Building strong relationships with customers and stakeholders, including director-level contacts.
- Providing proactive updates and ensuring customers never need to chase for progress.
- Representing Onecom in customer meetings and reviews.
- Identifying trends, challenges, and opportunities to improve service delivery
What we're looking for
- Previous experience in a customer service, account support, or customer operations role.
- Outstanding communication and relationship-building skills.
- A proactive, organised, and customer-focused approach.
- Strong attention to detail and the ability to manage multiple priorities.
- Confidence working with stakeholders at all levels.
- Good knowledge of Microsoft Office applications.
- Ability to remain calm, positive, and solutions-focused under pressure.
- A team player who takes ownership and consistently goes the extra mile
Perks for our people
Holidays: 25 days + bank holidays and buy/sell options
Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
Lifestyle: 9% combined pension contribution and 4x salary life assurance
Rewards: Quarterly and annual employee awards, discounts on tech
Development: In-House Training Academy
Wellbeing: 24/7 access to mental health support, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Everyone belongs at Onecom
We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.
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Customer Service Advisor employer: ONECOM LTD
Onecom is an exceptional employer that fosters a vibrant and supportive work culture in Whiteley, where Sales Executives can thrive. With generous benefits such as 25 days of holiday, a unique Ibiza holiday incentive, and a strong focus on employee development through our In-House Training Academy, we empower our team to achieve their personal and professional goals while celebrating success together. Join us for a rewarding career where your contributions are recognised and valued, and enjoy a range of perks designed to enhance your wellbeing and work-life balance.
