Customer Care Advisor

Could you be the person to help us build our future success?

Who we are:

We are a full-fibre broadband provider with £250m of investment. We are rolling out a 10Gbps FTTP networks and have a plan to cover a total of 1,000,000 premises bringing truly exceptional connectivity services to homes and businesses in the South of England. We want to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband.

Who you are:

We are looking for forward thinking, enthusiastic individuals to join our team. You will be keen to learn, adaptable and excited to be part of our fast growing organisation.

What we offer:

Annual Bonus

25 days paid holiday.

Pension

Private medical

Life insurance

Cycle to work scheme.

Health Screening

Long Term Incentive Plan

The Role:

To provide a customer-focused 1st line support function to our customers whilst contributing to the development of an award-winning support facility within a growing and forward-thinking Full-Fibre Internet Service Provider.

We’re looking for a Customer Care Advisor who can work autonomously and exercise excellent judgement at all times. You’ll be someone who can answer customer queries via telephone, email, chat, or even in person, quickly and enthusiastically because you enjoy doing it!

On a day-to-day basis, you will deliver our industry-leading Customer Care experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding. We have excellent products that we, and our customers, are incredibly excited about.

We support our customers 7 days a week and your shift patterns will be rota-based provided at least 2 weeks in advance. This would typically include 4 weekdays and either a Saturday or Sunday.

At present we operate a working pattern of 9am-6pm with a view to extend these hours during the course of the year.

Our Customer Care Advisors are curious investigators, technical problem solvers, and good listeners that are comfortable using a variety of technologies to resolve customer questions.

Responsibilities:

• You will be required to answer support contact from a range of customers via a range of communication means (calls, emails, webchat, social media, review sites, post, in person), gather relevant information relating to the issue, and create a system case following the relevant procedures. You will be expected to provide 1st line fixes to all incidents, for example updating payment details or assisting with queries relating to poor connectivity, and confirming acceptance with customers.

• Cases are automatically created from inbound contact and you will be required to monitor new auto-created cases, update with relevant information and either provide a 1st line fix or escalate.

• All cases logged are subject to pre-agreed incident categorisations with each category corresponding to an associated Service Level Agreement (SLA) for resolution. You will be required to answer support contact from a range of customers via a range of communication means (calls, emails, webchat, social media, review sites, post, in person), gather relevant information relating to the issue, and create a system case following the relevant procedures. You will be expected to provide 1st line fixes to all incidents, for example updating payment details or assisting with queries relating to poor connectivity, and confirming acceptance with customers.

• Cases are automatically created from inbound contact and you will be required to monitor new auto-created cases, update with relevant information and either provide a 1st line fix or escalate.

• All cases logged are subject to pre-agreed incident categorisations with each category corresponding to an associated Service Level Agreement (SLA) for resolution. You will be required to aim for case resolution within the relevant SLA and where not possible provide escalations to 2 nd line / Team Leader.
  

Requirements:

Essential:

• A customer focused approach;
• Strong written and verbal communication skill;
• Demonstrates a high level of ownership and accountability;
• Ability to work to tight deadlines and stretched targets;
• Problem-solving skills to understand the root cause of issues and resolution;
• Must be able to demonstrate technical competence and confidence;
• Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload

Desirable:

• Previous Salesforce experience;
• Experience using Zendesk/Freshdesk/Sohodesk or other similar software;
• Experience of Social Media platforms;
• Understanding of FTTP/FTTH/FTTX;