Senior Customer Support Advisor (internal only)
Posted 1 day 8 hours ago by Wessex Internet
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.
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: ExperiencePrevious 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.
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.
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.