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About brighthush
brighthush is a trailblazing, customer‑centric utility provider that is redefining how people experience energy, broadband, mobile, and insurance services. By bundling these essential utilities into a single, streamlined platform, we eliminate the hassle of juggling multiple bills and vendors. Our mission is simple: make everyday life easier, more affordable, and more sustainable for our customers.
We are on a bold growth trajectory, aiming to double our size while expanding our reach across the United Kingdom. This ambition is powered by a culture of innovation, collaboration, and relentless focus on delivering world‑class service. At brighthush, we believe that great people are the heart of our success, and we invest heavily in their development, well‑being, and career progression.
Role Overview
As a Technical Customer Service Advisor on our Telecoms Customer Service Team, you will be the first line of support for customers experiencing a wide range of technical issues. From slow internet speeds and connectivity problems to billing queries and device troubleshooting, you will provide expert guidance and resolve problems efficiently and empathetically. This role is ideal for individuals who thrive in fast‑paced environments, enjoy problem‑solving, and are passionate about delivering exceptional customer experiences.
Key Responsibilities
- Serve as the primary point of contact for customers across multiple channels, primarily phone and live chat.
- Diagnose and resolve technical issues related to broadband, landline, and mobile services, including ADSL, PSTN, FTTC, FTTP, VoIP, Wi‑Fi, DNS, and router configuration.
- Conduct remote line tests and network diagnostics to identify root causes and implement effective solutions.
- Handle billing inquiries, process payments, and manage account adjustments with accuracy and professionalism.
- Promote and upsell relevant brighthush products and services when appropriate.
- Maintain high standards of first‑call resolution, customer satisfaction, and quality compliance.
- Collaborate with cross‑functional teams to share knowledge, resolve escalations, and improve service delivery.
- Adhere to all operational policies, data protection regulations, and security protocols.
Essential Qualifications
- Minimum of 1 year experience in a telecoms or technical customer service contact centre.
- Strong understanding of broadband delivery technologies (ADSL, PSTN, FTTC, FTTP, VoIP) and home networking fundamentals (LANs, Wi‑Fi 2.4 GHz & 5 GHz, DNS, firewall settings).
- Proficiency in troubleshooting connectivity issues, line faults, and device support.
- Excellent verbal communication skills in English, with the ability to convey complex technical information clearly.
- Demonstrated ability to remain calm under pressure, manage multiple tasks, and meet performance metrics.
- High level of empathy, patience, and emotional intelligence when dealing with challenging customers.
- Reliable, self‑motivated, and accountable with a strong work ethic.
- Current UK residency with legal right to work in the United Kingdom.
- Stable, high‑speed internet connection (minimum 25 Mbps download, 4 Mbps upload) and a dedicated, quiet workspace.
Preferred Qualifications
- Experience with 5G mobile network troubleshooting and eSIM management.
- Knowledge of customer relationship management (CRM) systems and call‑center software.
- Previous exposure to performance‑based bonus structures and KPI‑driven environments.
- Multilingual capabilities or experience working with diverse customer demographics.
Skills & Competencies
- Technical troubleshooting and problem‑solving.
- Customer‑centric mindset with a passion for exceeding expectations.
- Strong analytical and critical thinking abilities.
- Time management and prioritisation in a high‑volume setting.
- Adaptability to evolving processes, technologies, and customer needs.
- Team collaboration and knowledge sharing.
- Data‑driven decision making and continuous improvement focus.
Work Environment & Culture
brighthush champions a culture of inclusivity, transparency, and continuous learning. As a remote employee, you will enjoy the flexibility of working from home while staying connected to a vibrant, supportive team through virtual collaboration tools, regular check‑ins, and team‑building activities.
We celebrate diversity and encourage every team member to bring their authentic selves to work. Our “Belonging Groups” provide a platform for shared interests and community building, ensuring that everyone feels valued and heard.
Career Growth & Development
At brighthush, we view every role as a stepping stone to greater opportunities. As a Technical Customer Service Advisor, you will:
- Receive comprehensive onboarding and ongoing training covering technical knowledge, customer service excellence, and product updates.
- Gain exposure to cross‑functional projects, enabling you to broaden your skill set and network across departments.
- Progress into senior advisory roles, team leadership, or specialised technical positions such as Network Support Engineer or Product Specialist.
- Benefit from a structured career path, mentorship programmes, and access to industry certifications.
Compensation & Perks
We offer a competitive package designed to reward performance and support your well‑being:
- Annual salary of £26,850, plus a performance‑based bonus.
- 33 days of holiday, inclusive of bank holidays, with flexible scheduling.
- Full induction, equipment kit, and ongoing technical support.
- Discounts on all brighthush services for you and your family.
- Share options and a Save As You Earn scheme to build long‑term wealth.
- Matched pension contributions and life assurance up to 4× your salary.
- Employee Assistance Programme offering free counselling and legal advice.
- Virtual GP service and discounts on healthcare and medical cash plans.
- Enhanced family‑friendly policies to support work‑life balance.
- Regular team events, both virtual and in‑person, to foster camaraderie and fun.
- Ongoing learning and development opportunities, including access to online courses, workshops, and industry conferences.
How to Apply
Ready to bring your technical expertise and customer‑first attitude to brighthush? Click the button below to submit your application. We welcome candidates from all backgrounds and encourage you to apply even if you feel you may not meet every single qualification – we value diversity and are committed to supporting all applicants.
Apply to this role at brighthush
Why brighthush?
At brighthush, you will join a forward‑thinking organisation that is reshaping the utilities landscape. Our people are our greatest asset, and we invest in their growth, well‑being, and success. If you are driven, curious, and eager to make a real difference in customers’ lives, we want to hear from you.
We look forward to welcoming you to the brighthush family and embarking on this exciting journey together.
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