FULL TIME

Customer Support Assistant

Customer Support Team

£18,137.60 per annum

Our Customer Support team are on the frontline, this is a role for the cool, calm and collected. Our customers depend on us to ensure their broadband is working and their lights are on, so when things go wrong it can have an impact on people’s everyday lives. This means you’ll face plenty of challenges, from frustrated and upset customers to unexpected issues, so you’ll need lots of patience and genuine empathy, but you’ll also be the one who puts a smile back on our customers’ faces.

The work is very fast-paced and you’ll need to be resilient as the job can sometimes be busy and pressurised. Working in a team of around 10, you’ll take on average 60 calls a day (inbound and outbound). Our customers will be calling you when they need your advice and assistance, so helping people and giving them the best experience possible, will matter to you.

Responsibilities

  • Answering inbound calls, live chats and emails as well as outbound communication
  • Informing customers of installation appointment dates, payment collections and other general package related questions
  • Complaint handling and resolution
  • Customer debt collections
  • Chasing missed payments
  • Investigating accounts (where required)
  • Updating our internal CRM accurately and ensuring detailed notes are made every contact with a customer
  • Working with other teams internally to get the job done

Experience

  • A background within Customer Services is desirable but not essential
  • Excellent communication skills, written and verbal
  • Time management and multitasking abilities
  • Troubleshooting and problem-solving skills
  • A professional telephone manner
  • Resilience, understanding and patience
  • A genuine passion for customer service

Hiring Manager: Shay Jones, Head of Marketing and Customer Service