Customer Services Advisor - Go Internet

Customer Service Advisor

Start Date: ASAP Job Type: Full Time, Permanent (Part-Time / Flexible considered for the right candidate)
Location: Ryde, Isle of Wight. This is not a remote role Salary: Competitive

Founded in 2010, Go Internet is a fast-growing Internet Service Provider based on the Isle of Wight. From our Ryde office, we deliver broadband and telephone services to homes and businesses both locally and across the rest of the UK.

Our mission is simple — to cut the jargon, deliver excellent connectivity, phone and mobile, and provide a truly exceptional customer experience. We're passionate about exceeding expectations by delivering Beyond Super service.

We're looking for an experienced, self-motivated Customer Service Advisor to join our small, close-knit team in Ryde. This isn't a narrow, single-function role — as a small business, we need someone comfortable wearing several hats across a single day. One minute you could be helping a customer choose the right broadband package, the next you're handling a billing query on our internal systems, and after that you might be talking a business customer through a technical issue with their VoIP phone system.

This is a hands-on customer-facing role, not a supervisory one — but we want someone experienced enough that their judgement, work ethic, and follow-through raise the standard for everyone around them — a natural self-starter who takes ownership of problems, asks the right questions, and drives things through to a resolution without needing to be told twice. Someone who leads by example through the quality of their work, not by giving instructions.

• Handle inbound customer contact across sales, billing, and technical support — by phone, email, and live chat
• Guide customers to the right product or service, including proactive outbound follow-up where appropriate
• Investigate and resolve billing queries using our bespoke internal systems
• Diagnose and troubleshoot broadband and VoIP issues, determining whether a fault lies within the customer's home/business network or the wider connection
• Log and maintain detailed, accurate records within our helpdesk system
• Take ownership of queries through to resolution, keeping customers updated at every stage rather than passing problems on
• Escalate technical issues to our engineering team or third-party network operators when needed
• Support onboarding of new customers and rollout of new services
• Spot when something isn't right — with a customer, a process, or a colleague's workload — and speak up rather than waiting to be asked

• Proven experience in a customer service, sales, or technical support role, ideally where you've had to manage varied enquiries in one role
• A genuine self-starter attitude — someone who digs into a problem rather than waiting for an answer
• Naturally inquisitive, with strong problem-solving and troubleshooting instincts
• Excellent written and verbal communication skills, with the ability to explain technical issues in plain English
• High attention to detail and the ability to stay calm and professional under pressure
• A track record of following things through to completion, not just passing them on
• A full, clean UK driving licence

• Experience with in an ISP, telecoms, or broadband/VoIP environment
• Familiarity with IP networking concepts (IPv4/IPv6, routing, NAT, DNS)
• Experience with Mikro Tik RouterOS, Cisco, and/or Yealink devices
• Experience in a small business where you've had to cover multiple functions

• Competitive salary
• Workplace pension
• Discounted home broadband and mobile phone
• 28 Days annual leave including bank holidays