At a Glance
- Tasks: Be the friendly first point of contact for customers via phone and email.
- Company: Join Wessex Internet, an award-winning broadband provider transforming rural connectivity.
- Benefits: Up to £29,000 salary, 25 days holiday, private medical insurance, and high street discounts.
- Other info: Enjoy career development opportunities and team socials in a dynamic environment.
- Why this job: Make a real difference in customer support while developing your skills in a fast-growing company.
- Qualifications: Excellent communication skills and previous customer service experience preferred.
The predicted salary is between 29000 - 29000 £ per year.
Wessex Internet is an award-winning and fast-growing broadband provider, transforming rural connectivity across the South West. As we continue expanding into the New Forest, Wiltshire, and South & West Dorset, we’re looking for a friendly, proactive, and customer-focused Customer Support Advisor to join our team.
As a Customer Support Advisor, you’ll be the friendly first point of contact for our customers, whether by phone or email. Your role is to listen, understand, and provide the right support, while escalating queries when needed. You’ll receive full training, equipping you to confidently handle a wide range of enquiries, from basic technical support to account management. If you’re an excellent communicator who thrives on helping people, we’d love to hear from you.
Please note that this role is a six month fixed term contract maternity cover.
What’s in it for you?
- A starting salary of up to £29,000, dependent on experience.
- 25 days holiday + bank holidays, with the option to buy/sell up to 5 days.
- Private medical insurance, life assurance & income protection.
- Cycle to Work & Tech purchase schemes.
- Enhanced family leave policies.
- Staff broadband discount (75%).
- High street discounts on 100+ brands.
- Summer & Christmas team socials.
- Career development opportunities - Whether you want to lead a team or learn new skills, we’ll support your growth in our fast-moving business.
What you’ll be doing
- Be the first point of contact for customers by phone and email.
- Follow support processes and elevate complex cases to your Team Leader when required.
- Work towards Service Level Agreement (SLA) targets to help your team achieve them.
- Log all interactions accurately in Salesforce and follow up promptly.
- Manage overflow calls from other departments while maintaining a smooth, customer-first experience.
- Provide first-line technical support, escalating only when necessary.
- Recommend upgrades and service enhancements tailored to customers’ needs.
- Suggest improvements to processes that boost team success and customer satisfaction.
Please note that this role involves shift work between 08:00 - 18:30 Monday to Friday with 1 in 4 Saturdays (10:00 - 16:00).
What We’re Looking For
- An articulate and confident communicator who enjoys engaging with customers.
- Comfortable managing a high volume of inbound calls as part of your day-to-day role.
- Able to learn quickly and apply new information accurately.
- Target-driven, with a strong motivation to achieve and perform.
- A collaborative team player with excellent attention to detail and focus.
- Previous experience in a customer service environment.
- Capable of managing a caseload of customer queries while consistently meeting SLAs.
- Confident using customer administration systems and standard IT tools.
- Positive, adaptable, and resilient in a fast-growing and changing environment.
- Experience in telecoms is advantageous but not essential.
- Holds a full driving licence and has access to a car due to the rural office location.
Ready to be part of a company that’s transforming the future of rural communities? Apply now and join Wessex Internet - where we’re not just building networks, we’re building futures.
Customer Support Advisor (Maternity Cover) employer: Wessex Internet
Wessex Internet is an exceptional employer, dedicated to fostering a supportive and dynamic work environment for its employees. With a strong focus on career development, comprehensive training, and generous benefits including private medical insurance and enhanced family leave policies, we empower our team members to thrive in their roles. Located in the picturesque South West, our culture promotes collaboration and community engagement, making it a rewarding place to contribute to transforming rural connectivity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor (Maternity Cover)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Wessex Internet.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Wessex Internet. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Advisor (Maternity Cover)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Wessex Internet.
How to prepare for a job interview at Wessex Internet
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Wessex Internet's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Wessex Internet offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
