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Telecoms Customer Solutions Advisor
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Telecoms Customer Solutions Advisor
£45,000–£55,000 (Non commission based role)
Southampton – Office Based
We’re looking for someone with at least three years’ experience in an internal, customer-facing business telecoms role, such as business telecoms account management or customer solutions. You’ll need strong practical knowledge of business phone systems, broadband/connectivity and mobile services.
Sometimes an enquiry is straightforward: another phone system user, an extra mobile SIM or faster broadband. Sometimes the first request only tells part of the story. Your role is to understand the need, explain the options and help the customer make a confident decision.
We have around 1,500 existing customers. Our core product portfolio includes cloud phone systems, internet connectivity, Wi-Fi, mobile SIMs and IT essentials.
This role is about keeping those customers supported, happy and confident in the advice they receive. Your expertise matters - and so does your judgement about what is right for them.
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What You’ll Do
You’ll take ownership of incoming enquiries through email and our ticketing system, telephone, WhatsApp and referrals from Engineering.
That means:
- Asking about the customer’s requirements, existing services, users, locations and timing before preparing a quote.
- Using your knowledge of business phone systems, internet connectivity and mobile services to recommend a suitable solution.
- Explaining options in plain English, including costs, contract commitments, practical requirements and limitations.
- Giving honest advice, including when a simpler or less expensive option meets the need.
- Responding promptly, making follow-up calls and keeping customers informed until their enquiry reaches the right outcome.
- Preparing accurate pricing and agreements, maintaining clear customer records and making complete operational handovers.
- Involving the right specialist when a request needs technical validation or IT expertise.
The work starts with customers contacting us. It does not involve cold calling, prospecting or running outbound account-growth campaigns. You will still need initiative: picking up the phone, pursuing answers and following through are central to the job.
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What You’ll Bring
Alongside your business telecoms experience and product knowledge, you’ll need:
- The confidence to explore a request rather than simply quote for it.
- Clear, patient communication by phone and in writing.
- Careful attention to pricing, records, agreements and handovers.
- A habit of taking responsibility and doing what you have promised.
- The judgement to recognise when you need a specialist’s input.
Why This Role?
This is an opportunity to make expert advice and customer care the centre of your work. The priority is a suitable recommendation, a clear explanation and a customer who trusts the outcome, not increasing the value of every order.
Benefits
- Casual dress
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
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