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Service Support Advisor

Vacancy Details

  • BT

  • Cardiff

Customer Service
Contract Status:
Full Time

About this role

Service Support Advisor

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

The role is based at the following Openreach office location – Cardiff, Stadium House

Why this role matters? Openreach is driving Britain’s digital revolution by providing the infrastructure that connects tens of millions of homes and businesses across the UK. With a network that covers 30 million customers and 8 million broadband lines, our communications keep friends and families in touch, ensure essential services are delivered and enable businesses and global markets to grow. Having a fast internet connection has never been more important, which is why we need to be ready to support customers and colleagues when they have an issue or query, either by email, on the phone or via other channels.


You’ll have the following responsibilities

In this permanent role, you’ll be working in our Service Support team, where we pride ourselves on being there for our customers whenever they need us. That means you must be ready to work across a variety of work streams to meet customer demands providing valuable support for temporary peaks and demands, operational trials and processes. The pace is fast and no two days are ever the same. You could one day be planning a new cable route and the next picking up a complex technical issue from an engineer. We will support you all the way. Including being trained on advanced computer and telephony systems.

You’ll be working in an office based in an operational environment. Covering shifts between 08:00 and 18:30 Monday – Saturday (currently no Sunday or Bank Holiday working).


You’ll have the following skills & experience

  • Along with having exceptional Customer Service skills already, we’ll need to see these key attributes.
  • You are helpful, adaptable and a great communicator.
  • You’re someone that colleagues and customers can rely on. With a positive attitude to overcoming obstacles and keeping things moving.
  • You get a buzz out of building relationships, taking the initiative and solving problems
  • You’ll strive to meet targets and take ownership to deliver brilliant results.
  • Possess a good level of all things IT (including a knowledge of Microsoft Excel), and can quickly learn and become proficient with new computer systems and processes.



An excellent starting salary of £24,360 plus 10% bonus (Potential earning of over £26,796)

Whilst being flexible is important to respond to our customers’ demand, we also understand the need for a good work-life balance; so where possible there’s a choice of start and finish times according to personal and business needs, including part time working.

You’ll also enjoy a diverse work environment and be supported in your ongoing career development.

We also offer a wide range of benefits including:

  • Free broadband, BT TV and BT Sport
  • 22 days’ annual leave (plus bank holidays)
  • Access to a whole range of products and services that come with great discounts
  • Automatic enrolment into our pension plan
  • Opportunities to progress into higher graded roles

When we get it right, we change people’s lives. Does this sound like the career for you?

We want Openreach to be a place where our people feel engaged, be themselves, and inspired to be the best they can be. We want to be a high performing, thriving organisation, where difference is celebrated and innovation is a big part of who we are.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

(All salaries are subject to ongoing Communication Workers Union discussions)


About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses, and more connected to the world.

We’re a wholly-owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband, and Ethernet services to homes and businesses. And we’re on a mission – to make the country’s digital network services faster, better, and more affordable.

Our people are experienced, resourceful, and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies, and much more.

So if you’d like to be a part of an exciting organization that’s making a real difference, why not join us today? You can read more here about working at Openreach.


How to Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by-step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!