1st Line Customer Support Advisor

Date: 9 Nov 2023

Location: Oxford/ Hybrid, GB

Company: Nominet

We’re Nominet – a world-leading domain name registry. For over 25 years, we’ve been operating at the heart of internet infrastructure. While we're best known for running .UK domains, we also help protect public services from cyber threat.

Our aim is to create a world which is more connected, inclusive and secure. We know that technology has the power to transform lives by creating opportunities and providing support where it’s needed most.

As a public benefit company, our work funds the ability to make a positive impact on society. We’ve donated millions to projects that use technology to improve peoples’ lives and have committed to delivering £60m worth of support over the next three years.

We understand the impact the Internet has on the environment and are committed to helping the UK reach Net Zero by 2050. We’re already a Carbon Neutral company through offsetting our emissions and will continue to work on reducing our footprint.



About the role 

As a customer support advisor at Nominet, you will be the first line contact for Registrars (domain providers), Registrants (domain owners) and Law Enforcement partners as one of the largest domain name registries. This is an exciting opportunity to hone your customer experience skills and learn more about the world of tech whilst dealing with a variety of customer queries through webchat, email, and phone calls.

You’ll be working alongside a team of 9 and we are passionate about skills development – our customer support advisors get to spend a minimum of 10% of their time on training and development activities.


The essential bits 

You have demonstrable experience working in a similar customer support role within a technology business, ideally in a helpdesk/ticketing system environment. 

If you have knowledge of our experience working in a domain names/registry business this would be a real bonus, but we’re equally happy to share our knowledge in this area!

About you and your experience 

You are a pro-active customer support professional with a real passion for customer satisfaction. You can work to clearly defined SLAs and has a clear track record of adding value through customer relationships. You take pride in exceeding your KPIs and you have a keen interest in technology.  



We don't advertise salary as we have a degree of flexibility and would rather see all applications on their merit. We appreciate it's a pretty important part of the process and we're happy to have a conversation before you apply. 


Data protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Nominet, these details will be held by Nominet for 12 months in accordance with our Privacy Policy and used by our recruitment team and hiring managers in the process to contact you regarding this or other relevant opportunities at Nominet.  If you would like Nominet to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Nominet’s data protection practices, please email: dpo@nominet.uk


Equal opportunities

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.


Security checks

All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles due to the nature of their work, will require additional security clearance.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with us.

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