Customer Service Advisor

Location Lincolnshire
Discipline: Office & Commercial Support
Job type: Permanent
Salary: £20000
Published: about 1 month ago
​​Remote working – from £20,000 + up to 5% annual bonus

Whilst the role is home-based, applicants must live in or be close to areas where my client operates so that you have local knowledge, specifically either Diss, Thetford, Downham Market, Kings Lynn or the Peterborough area (Market Deeping, Bourne, Stamford, Spalding etc).

We are working exclusively for a company whose plans will boost the UK’s competitive position in the European digital market by investing over £1bn in their network and next-generation technology.

They are currently growing their Customer Service Team and have some exciting customer service opportunities. 

It is a role where your opportunity to learn new technology and progress your career are massive!

The Company is incredibly creative and innovative and as such it is partly owned by all its employees, who are offered a share in the business when they join.

Their founders are all highly successful British entrepreneurs with significant expertise in large infrastructure projects. The Board is made up of very senior British, European and US Directors.

In short, my client is a British-owned, highly diverse employer committed to social, environmental and sustainability priorities and is packed with the best of British expertise.

Their growth trajectory is aggressively ambitious, bold and exciting and so exciting times lie ahead for their employees.

This is a great opportunity to be part of an organisation that thrives on delivering world-class service to our customers through simple intelligent processes and technologies.

If you are looking for an opportunity to deliver exceptional, genuine, and caring informative customer service to customers across the UK then this is the perfect opportunity for you.

What will you be doing?

As part of the customer service team, you will deliver an exceptional customer experience through Telephony, Live Chat and emails channels, using state-of-the-art systems and tools to deliver a seamless, timely and effortless experience to our customers.

Day to day duties include:

  • Delivering a polite and professional customer experience that spans phone, email, and live chat channels

  • Prioritising and resolving customer tickets/cases within the defined SLAs, KPIs and improving our NPS performance measures

  • Handling a range of incoming queries from customers, including account changes, billing issues, installations & first-line technical support; seeing them through to resolution

  • Troubleshooting and diagnosing broadband issues from outages to WIFI improvements, working towards mitigating customer escalations

  • Investigating and identifying root causes of technical issues, working with limited information

  • Adapting a first-time resolution approach and escalating issues where a solution cannot be achieved.

We are looking for someone who:

  • Has excellent communication skills

  • Ideally has some experience in a contact centre environment

  • Has an interest in utilising logic and technical aptitude to solve problems

  • Enjoys providing a top-tier customer experience and leaving every customer happy

  • Has a firm understanding of the basic principles behind how broadband connections are delivered to the home

  • Has some experience with troubleshooting and configuring a local network

What’s on offer?

  • Up to 5% annual bonus

  • 25 days annual leave, plus bank holidays

  • Employee – Equity Plan

  • Death in service 4x salary

  • Health cash plan – including access to GP, dental, physio and wellbeing services

  • Gym & retail discounts

  • Full-time or part-time working hours are available over various shift patterns, including weekends.

This Customer Service Advisor vacancy is being advertised on behalf of RecruitME who are acting as a recruitment agency.

RecruitME is committed to equal opportunity and diversity and embraces applications from all sections of society, regardless of sexual orientation, race, age, gender identity, sex, disability, marital status, religion, or belief.

RecruitME is a Gold Award holder and a signatory to the Armed Forces Covenant and is committed to working alongside veterans and ex-servicemen and women.