Senior Customer Support Advisor (internal only)

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 salary 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).

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? If you're looking to broaden your experience, develop your leadership skills, and make a bigger impact within Customer Support, we'd love to hear from you. Apply today to join us on this 10-month secondment and play a key role in supporting both our customers and your colleagues.