Technical Support Advisor

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling View phone number on findajob.dwp.gov.uk or if you prefer to send an email, you can to and we will get back to you as soon as possible. FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

About the Role:

Most call centre roles hand you a script. This one doesn't.

We're looking for a Technical Support Advisor who thrives on thinking for themselves. You'll be the first point of contact for our residential customers, supporting a range of connectivity and communication products including FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP, and email. You'll be trusted to diagnose and resolve issues using your own judgement, backed by a range of self-service tools.

This is a structured, scheduled role based in our contact centre, and we'll set you up for success with a comprehensive 4-week training programme.

Expected start date of 13 July

What You'll Be Doing

• Being the first point of contact for residential customers via phone and email

• Diagnosing and resolving technical issues without relying on scripts

• Guiding customers through self-service tools and explaining their benefits clearly

• Managing queries from first contact through to resolution, with care and urgency

• Spotting patterns and contributing ideas that improve the service for everyone

What You'll Bring

Technical skills:

• A solid understanding of broadband and teleph

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days' paid leave per year for voluntary work

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .