Nominet
Customer Service Advisor
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Contract Type: Permanent
Location: Hybrid, with a minimum of 20% in the Oxford office per month
Working hours: This role operates on a rotating shift pattern:
- Monday to Thursday: Early shift, 8:00am–4:30pm; or late shift, 9:30am–6:00pm.
- Friday: Rotating early, mid and late shifts.
About Us
We’re Nominet – a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running.UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on. As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.
The Role
Provide first-line technical support to all Nominet customers using Nominet products. The ideal candidate will have strong experience working within a help desk environment with a passion for service excellence or an experienced customer service professional with domain management experience.
What You'll Be Doing
- Provide first-line customer support to Registrars (domain providers), Registrants (domain owners) and Law Enforcement partners.
- Provide break-fix support and product advice across the domain lifecycle.
- Provide solution(s) to requests, incidents and problems, working to SLA thresholds and escalating tickets appropriately when required.
- Complete necessary root cause analysis.
- Work with the broader team to develop and deliver updated documentation and support knowledge base for customers.
- Work closely with the Nominet team to understand and drive solution improvements.
- Support in key project and transformation activities as required.
- Assist with ad-hoc queries from customers and internal teams.
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About You
- Exceptional customer support skills with a clear track record of adding value through customer relationships.
- Experience in providing front-line technical support to API or SaaS products.
- Understanding of how DNS works and general, well-rounded IT competence.
- Experience using ticketing systems.
- Excellent troubleshooting skills to work with customers to identify root cause and identify full solutions.
- Great communication skills.
- Advocate for change across all Nominet products/systems.
What to expect next
- 1st stage: Introduction call with a member of the TA team (30 mins)
- 2nd stage: Hiring manager interview (60 mins)
- 3rd stage: Onsite interview (60 mins)
Our Values
- We Make Things Happen
- We Pull Together
- We Bring A Positive Mindset
- We Keep It Simple
Our people make things happen, but our values are our compass as a company, guiding our day-to-day work and building our culture. They reflect that we're strongest when we're proactive and pull together, while underlining the importance of a "glass half full" mindset and aiming to keep things simple for success.
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What We Offer
- Early Finish Friday – 34-hour working week with full-time pay (finish at midday on Friday)
- 30 days annual leave plus bank holidays, with the option to buy an additional 5 days
- Bupa private healthcare + Employee Assistance Programme
- Pension scheme matched to 7%
- Electric vehicle scheme with on-site charging points
- Rewards platform with discounts at hundreds of retailers and restaurants
- Medicash discounts on routine healthcare including optical and dental
- Company and individual performance-based annual bonus
Diversity Statement
We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Security Statement
Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles, due to the nature of their work, will require additional security clearance.
Please note: Nominet is unable to provide visa sponsorship or relocation support for this position.
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