Specialist Support Advisor

Job Title

Specialist Support Advisor

Job Description

Inbound Customer Support Specialist Supporting Vulnerable Customers

Specialist Support Advisor

About Us…

Working with us is more than just a job. It’s work you can feel proud of!

We’re looking for passionate, caring & experienced people to join our Specialist Support Team! We are offering a fantastic opportunity to work on behalf of one of the UK’s biggest Telecommunications company!

• Excellent starting salary of £26,520 plus opportunity to earn Bonus. (up to
• Work from Home position - all equipment provided.
• Rotational Shift pattern. You will work 40 hrs per week between the hours of 8am-10:15pm (Mon-Sun)

Overview

Before exploring this opportunity, it’s important to understand that this role focuses on supporting customers during some of the most sensitive and challenging moments in their lives.

As a Specialist Support Advisor, you’ll work within a dedicated team supporting vulnerable customers across six key areas: bereavement, suicide, self-harm, critical illness, domestic violence, and victims of crime. These conversations require care, patience, and a high level of emotional awareness. While not every interaction will be complex, there will be occasions where customers are experiencing difficult or distressing situations, and your role will be to provide calm, compassionate, and professional support.

You’ll engage with customers through inbound calls, webchat, and online forms, taking the time to understand their individual circumstances and guiding them through the support available. You won’t be expected to handle everything alone — there is strong support in place from Team Leaders and specialist teams, including live guidance for more complex cases.

This role focuses on quality over speed. There is no emphasis on average handling time, allowing you the space to truly listen and provide the right level of support. Performance is measured through case closures per hour and, most importantly, the quality of your interactions and outcomes for customers.

To succeed, you’ll need to be an empathetic communicator, able to listen without judgement and respond with clarity and care. Resilience is key, as is the ability to remain professional and composed in emotionally sensitive situations. Strong attention to detail and confidence using multiple systems will also support you in managing cases effectively.

This is a meaningful and impactful role, ideal for someone who wants to make a genuine difference. If you feel ready to support customers when they need it most, this could be a highly rewarding next step in your career.

Benefits Of Being An Specialist Support Advisor

• Full training - 2 weeks classroom based, 1 week nesting period.
• Fantastic Career Development opportunities and access to our fantastic Concentrix University portal
• Exclusive discounts on sim only plans up to 80% for you & up to 4 for family and friends!
• Exclusive discounts on broadband, mobile, TV channels, and more, including family & friends deals"
• Refer a friend incentive!

Job Types: Full-time, Permanent

Benefits

• Company pension
• Employee discount
• On-site parking
• Store discount

Work Location: Work from Home.

Pay: £26,520.00 per year

Work Location: Remote