At a Glance
- Tasks: Deliver exceptional customer service and support the Customer Support team.
- Company: Wessex Internet, a fast-growing broadband provider transforming rural connectivity.
- Benefits: Salary up to £30,000, 25 days holiday, private medical insurance, and high street discounts.
- Other info: Dynamic environment with career development opportunities and team socials.
- Why this job: Step into a leadership role and make a real impact on customer experience.
- Qualifications: Experience in customer service and mentoring colleagues is desirable.
The predicted salary is between 29000 - 30000 £ per year.
Wessex Internet is an award-winning and fast-growing broadband provider, transforming rural connectivity across the South West.
As we continue expanding across the New Forest, Wiltshire, and South & West Dorset, we're offering an exciting opportunity for an existing team member to step into the role of Senior Customer Support Advisor on a 10-month fixed-term secondment.
This is an excellent opportunity for an internal candidate to broaden their experience, develop their leadership skills, and play a key role in supporting the continued growth of the service.
At the end of the 10-months, the successful candidate will return to their original role and pay, in line with the terms of the secondment agreement.
As a Senior Customer Support Advisor, you will play a key role in supporting the day-to-day operation of the Customer Support team, helping to ensure customers receive a high standard of service throughout their journey with Wessex Internet.
This is a varied, fast-paced role that combines hands‑on customer support with team support responsibilities.
You will manage a wide range of customer enquiries, set clear expectations, and resolve complex issues with professionalism, empathy, and a customer‑first approach.
Alongside this, you will provide guidance and day‑to‑day support to Customer Support Advisors through coaching, training, and knowledge sharing, helping to drive individual and team performance.
What’s in it for you?
- A between £29,000 - £30,000 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
- Deliver exceptional customer service across all customer touchpoints, ensuring every interaction is professional, empathetic and solutions focused.
- Provide day-to-day support to Customer Support Advisors through coaching, guidance and knowledge sharing.
- Assist the Team Leader with the daily operational management of the Customer Support team.
- Act as the team’s point of contact and provide leadership support when the Team Leader is unavailable.
- Handle complex customer enquiries, complaints and escalated cases, ensuring timely and satisfactory resolutions.
- Monitor the quality and accuracy of customer interactions and administrative processes, promoting continuous improvement.
- Support workload planning and prioritisation to ensure service levels are maintained.
- Work collaboratively with departments across the business to ensure customer issues are resolved efficiently and projects are delivered on time.
- Manage customer expectations through clear, proactive communication.
- Maintain accurate customer records using Salesforce CRM and ensure all activities are recorded appropriately.
- Produce and contribute to operational reporting, identifying trends and recommending improvements.
- Support the onboarding and training of new team members where required.
- Identify opportunities to improve customer experience and team processes through continuous improvement initiatives.
- Ensure company policies, procedures and service standards are consistently followed.
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).
Experience
What we’re looking for
- Previous experience in a customer service or customer support environment.
- Experience dealing with customer complaints and escalations.
- Experience supporting or mentoring colleagues is desirable.
- Experience using CRM systems, preferably Salesforce.
Skills & Knowledge
- Excellent communication and interpersonal skills.
- Strong organisational and administrative skills with excellent attention to detail.
- Ability to prioritise workloads and work effectively in a fast-paced environment.
- Confident decision-maker with strong problem-solving abilities.
- Customer-focused with a calm, empathetic and professional approach.
- Ability to coach and support colleagues to improve performance.
- Strong collaboration skills with the ability to build relationships across departments.
- Competent in Microsoft Office applications.
Ready to take the next step in your career?
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Senior Customer Support Advisor (internal only) in Forest Hill employer: Wessex Internet
Wessex Internet is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation within its senior leadership team. Employees benefit from a competitive salary, generous leave, and a range of perks, while also having ample opportunities for professional growth and development in a supportive environment focused on strategic financial leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Advisor (internal only) in Forest Hill
✨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 Senior Customer Support Advisor (internal only) in Forest Hill
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!
