Customer Support Advisor / Contact Centre Customer Service Agent
A great opportunity for a Customer Support Advisor / Contact Centre Customer Service Agent to join this fast-growing fibre broadband provider, supporting customers with onboarding, broadband technical issues, billing queries and service delivery while providing excellent customer service and troubleshooting support.
If you’ve also worked in the following roles, we’d also like to hear from you: Call Centre Customer Service Assistant, Technical Support Advisor, Broadband Helpdesk Advisor, Contact Centre Advisor, Service Desk Advisor.
SALARY: £26,228 per annum + Benefits
LOCATION: Altrincham, Greater Manchester, North West England (100% Office Based Monday to Friday)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 Hours Rota Based (Core Working Hours: Monday to Friday 8am–8pm, Every Other Weekend Saturday 10am–5pm, Sunday 10am–3pm)
Job Overview
We have a fantastic new job opportunity for a Customer Support Advisor / Contact Centre Customer Service Agent, joining a growing team where you will support customers with queries and provide first-class service.
As a Customer Support Advisor / Contact Centre Customer Service Agent you will handle technical broadband enquiries, manage onboarding tasks and resolve issues through diagnostics, fault finding and troubleshooting.
In your role you will contribute to a positive customer experience by managing cases, coordinating equipment requests and ensuring service issues are resolved quickly and efficiently.
Responsibilities
- Responding to Enquiries: handling customer queries via phone, email and ticketing systems
- Technical Troubleshooting: diagnosing and resolving broadband faults, adopting a first‑call resolution approach
- Managing Billing Queries: processing service credits, adjustments and payable charges
- Co‑ordinating Equipment: arranging replacement routers or other devices and dispatching orders
- Case Managing Issues: owning complex cases and keeping customers updated
- Engineer Liaison: responding to engineer requests, troubleshooting and escalating errors
- Communications: sending SMS maintenance alerts and service updates
Candidate Requirements
- A friendly, articulate communicator able to build rapport and demonstrate empathy
- Experience in a customer support or contact centre / call centre environment
- Telecoms experience is essential
- Experience with technical troubleshooting or an interest in technology
- GCSEs (or equivalent) in English and Maths
- Comfortable working in a phone‑based environment on a rota including weekends and Bank Holidays
Benefits
- Smart casual dress code
- Free access to gym facilities
- Access to a financial wellbeing platform (on successful completion of probationary period)
- Brand new office with excellent transport links
- Supportive team culture, growth and career progression
How to Apply
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting these requirements will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
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