Gigaclear
Customer Helpdesk Support
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Customer Helpdesk Support Representative (Gigaclear) – £27,500 (progression within 9 months) + Bonuses
With generous salary progression rising to £27,500 within 9 months, plus a potential maximum £200/month bonus, Gigaclear is looking for Customer Helpdesk Support Representatives who combine strong customer service skills with a willingness to develop technical expertise.
These roles work to support our Fibre Broadband (FTTP / FTTH) service, ensuring outstanding customer outcomes.
About the Role
The Customer Helpdesk Support Representative will be a key member of our weekly operational teams, delivering outstanding customer service while resolving technical issues related to Gigaclear’s fibre broadband network.
You’ll work across phone, email, and live chat, ensuring each interaction is clear, empathetic, and effective. Following initial training, you’ll gain the skills and confidence to provide first-call resolution to broadband-related problems, diagnosing and addressing issues efficiently.
Working Arrangement
The role operates within a flexible 5-day, 37.5-hour schedule, covering 8am to 8pm weekdays, along with a rotational weekend shift (approximately one weekend every five weeks).
Key Responsibilities
Technical Troubleshooting
- Diagnose a wide range of broadband (FTTP/FTTH) technical issues, using structured, analytical methods to identify the root cause.
- Ask relevant, probing questions to gather accurate details from customers (timeline, device-related changes, symptoms).
- Leverage diagnostic tools, knowledge databases, and specialist training resources to provide effective solutions.
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First-Call Resolution
- Commit to ensuring at least 80% of issues are resolved during the initial customer contact, through a blend of technical knowledge, problem-solving, and customer empathy.
- Provide clear explanations of complex issues in plain language, avoiding jargon while maintaining professionalism.
Customer Empathy & Communication
- Embody patience and understanding when handling customer frustrations, particularly with complex or emotionally charged issues.
- Work collaboratively with cross-team support specialists when situations require further escalation.
Requirements
- A strong customer-centric mindset, with an ability to take ownership of customer issues as your own.
- Excellent communication skills for working with diverse customers through phone, email, and live chat.
- Willingness to learn and develop technical skills alongside clear, effective written communication.
- Adaptability to dynamic shifts and rotational weekend working.
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(No formal IT background required—technical training provided.)
Why Join Gigaclear?
Competitive Compensation & Benefits
- Salary progression to £27,500 within nine months.
- Generous bonus structure (up to £200/month).
- Pension scheme with up to 8% employer contribution.
- Income protection, life assurance, and a £10k plus death-in-service benefit.
- 25 days holiday (plus bank holidays), with options to purchase extra leave, book ‘Yay Days’ (unspecified paid time-off), and take a paid birthday.
- Health cash plan, plus 24/7 remote GP access.
- Employee Assistance Programme (EAP) with counselling, legal and emotional wellbeing support.
Learning & Growth
- Access to unlimited online training via our Learning Management System.
Work-Life Balance & Flexibility
- Equality-positive company offering generous parental benefits.
- Flexible working, with opportunities for long-term progression.
Mission-Driven Culture
- Gigaclear’s vision: Connected Communities.
- Core values: Own it. Find the Right Way. Work Together. Win Together.
- Community focus: Supporting the hardest-to-reach regions in the UK with fast, reliable broadband.
Ready to empower broadband for UK communities—or better connect with your future? Apply today!
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