Customer Service Advisor Truespeed · Truespeed, Pinesgate East, Lower Road

Location: Bath
Salary: From £27,976 per annum
Contract: Full-time, permanent
Working hours: Monday to Saturday, with Saturdays worked on a rota basis and a day off in lieu during the week
Working pattern: Hybrid – three days in our Bath office and two days working from home

The benefits? 25 days’ annual leave plus bank holidays, private healthcare, 24/7 online GP access, hybrid working, free onsite parking and a range of wellbeing and lifestyle benefits.

At Truespeed, we believe everyone deserves a better connection. We’re bringing fast, reliable full-fibre broadband to communities across the South West and East Anglia, helping people stay connected to the things that matter most.

But great connectivity is about more than broadband. It’s about the people behind it.

That’s where you come in.

We’re looking for a friendly, enthusiastic Customer Service Advisor to join our team in Bath. If you love helping people, enjoy finding solutions and take pride in turning a difficult situation into a positive experience, this could be the perfect next step in your career.

You don’t need to know everything about broadband from day one. What matters most is your attitude, your willingness to learn and your commitment to giving customers the very best experience.

You’ll be one of the friendly voices of Truespeed, making sure our customers feel listened to, supported and confident they’re in good hands.

From answering everyday questions to helping resolve more complex issues, you’ll play an important part in making every customer interaction count.

Your day will be varied, giving you plenty of opportunities to build relationships, solve problems and make a genuine difference.

Here’s what you can look forward to:

• Making every conversation count: Support customers by phone, email, social media and live chat, delivering helpful, friendly and professional service.

• Finding solutions that work: Take ownership of customer queries, investigate issues and aim to resolve them at the first point of contact wherever possible.

• Turning challenges into positive experiences: Handle complaints with empathy and confidence, making sure customers feel heard and supported throughout.

• Helping customers get connected: Arrange installation appointments, explain what happens next and answer questions to make the process as straightforward as possible.

• Keeping everything on track: Maintain accurate records, update systems and make sure customer information is always up to date.

• Being part of something bigger: Share knowledge, support your colleagues and work together to create a smooth, positive customer journey.

We’re more interested in your approach to customer service than having every answer on day one. We’re looking for someone who enjoys working with people, stays calm when things get busy and is motivated by finding the right solution.

You’ll ideally bring:

• Experience in a customer-facing B2C environment, such as a contact centre, retail or a similar role.

• Confidence in handling customer complaints.

• Excellent communication skills, both written and verbal, with the ability to adapt your approach to different customers.

• Strong listening skills and a genuine interest in understanding what customers need.

• The ability to explain technical or complex information in a clear, straightforward way.

• Good working knowledge of Microsoft Office and confidence using computer systems.

• A positive, proactive attitude and a willingness to learn new skills.

• Empathy, patience and professionalism, even when conversations are challenging.

• A team-first mindset and the flexibility to thrive in a busy, changing…