Job Location: Gloucester
Salary: £24,479
Contract type: Permanent
Posting End Date: 11/05/2026
Customer Support Specialist
Purpose of this role
Deliver outstanding service and support across our broadband, billing, and technical services, handling a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.
Key Responsibilities
- Respond to customer queries promptly via phone, email, online chat, and written letter.
- Keep customers updated at timely intervals and arrange service engineer appointments as needed.
- Update internal CRM system with account changes and notes.
- Triage customer connectivity faults and determine next steps, including escalation to technical support.
- Assist customers with account queries, ensuring payments are met or plans monitored; escalating to the Arrears team if required.
- Promote FibreNest's products and packages to potential customers.
- Drive continual improvement of customer service, perception, and satisfaction, complying with SLAs to meet KPIs.
- Contribute to team cohesion and morale.
- Communicate effectively with colleagues at all levels to ensure accurate and efficient information flow.
- Collaborate with colleagues to secure appropriate resources for customer needs.
- Develop professionally in all aspects of the role.
- Log all work-related activity using approved systems.
- Suggest up-sell/cross-sell products where relevant and valuable to the customer experience.
Experience / Knowledge
- Understanding of CRM systems and Microsoft Office.
Abilities / Skills
- Effective interpersonal and communication skills.
- Capability to engage customers and own resolution of issues.
- Positive, self‑motivated, and adaptable to fast‑paced, dynamic environments.
- Highly organised self‑starter with strong prioritisation and problem‑solving abilities.
Desirable
- Understanding of SharePoint, Microsoft Teams/Slack.
- Previous experience in a customer‑facing role.
What Can You Expect From Us
- Cost‑of‑living annual pay review.
- Company pension contributions up to 3% if employees contribute 5%.
- 33 days holiday including bank holidays, with the ability to purchase an additional 2 weeks.
- Enhanced maternity, paternity, and adoption pay.
- Referral programme: £1,000 net referral payment for each successful referral.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
Equal Opportunity Employer
BUUK is proud to be an equal opportunity employer and respects diversity, equity, and inclusion in all we do. We encourage applicants who meet many, but not all, of the qualifications to apply, and we offer flexible working options. Applicants may be contacted to discuss flexible working arrangements.
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