Technical Customer Service Advisor (Telecoms)

Location: Remote within the United Kingdom; applicants must currently reside in the UK and be eligible to live and work there.

Salary: £26,850 per annum, plus performance-based bonus.

Company

Provides energy, broadband, mobile, and insurance services through a single customer offering.

What you will do

• Act as the first point of contact through phone and, where required, live chat.
• Resolve broadband, landline, mobile, billing, payment, barring, data, and email issues.
• Troubleshoot connectivity from the service entry point through to supported customer devices.
• Perform remote diagnostic line tests and aim for first-call resolution.
• Support customers with physical and eSIM mobile products on a 5G network.
• Work toward first-call resolution, customer ease, average handling time, quality, and compliance targets.

Requirements

• At least one year of experience in a telecoms contact centre.
• Knowledge of ADSL, PSTN, FTTC, FTTP, and VoIP broadband services.
• Understanding of LANs, router access, 2.4GHz and 5GHz Wi-Fi, latency, DNS, firewalls, browser issues, and internal Wi-Fi obstacles.
• Ability to troubleshoot customer issues calmly, demonstrate empathy, and work effectively in a fast-paced environment.
• Stable internet connection with minimum speeds of 25 Mbps download and 4 Mbps upload.
• A dedicated, quiet, non-communal workspace without household distractions.

Culture & Benefits

• Full-time hours of 38.5 per week, Monday to Saturday, with shift work.
• Full induction, equipment, and comprehensive product training.
• Full-time availability required during the first eight weeks of training, scheduled from 8:30am to 5:30pm.
• 33 days of holiday including bank holidays.
• Matched pension contributions, life assurance, employee assistance, virtual GP access, and healthcare discounts.
• Service discounts, share options, learning and development opportunities, and team activities.

Hiring process

• The role is a 12-month fixed-term contract running from 19 October 2026 to 15 October 2027.
• Successful applicants will be subject to a background check.