Customer Services Advisor
| Posting date: | 29 April 2024 |
|---|---|
| Salary: | £23,804.00 to £23,804.00 per year |
| Additional salary information: | Annual bonus up to 5% |
| Hours: | Full time |
| Closing date: | 29 May 2024 |
| Location: | Thornaby, Stockton-On-Tees |
| Remote working: | On-site only |
| Company: | toob |
| Job type: | Permanent |
| Job reference: |
Summary
About toob
We are an award-winning* full-fibre broadband provider actively transforming the South of England’s internet experience. Founded by a team of experienced directors from some of the world’s biggest telecommunications brands, we offer simple, affordable access to our full-fibre network so every household and business can benefit and thrive in the digital age
The role:
We are looking for personable, enthusiastic, positive, service-focused Customer Services Advisors to action and resolve enquiries whilst upholding our people-centric culture. As a Customer Services Advisor you will be the point of contact for our for all our toob customers’ enquiries via Social Media, email and phone. You will be able to multitask alongside striving to deliver an efficient, professional, and effective resolution to ensure customer satisfaction.
The role responsibilities:
Effectively handle existing customer enquiries across a variety of channels, including phone, email and social media
Display strong product knowledge and customer service skills to identify and understand the customer’s requirements, building rapport and showing empathy to resolve and offer solutions
Explain complex information clearly and simply using excellent communication and listening skills
Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact
Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled
To process orders for new customers, promoting and representing the brand in a positive and professional manner
Take ownership of complaints and dissatisfaction, monitoring & follow up until fully resolved, employing a calm, methodical manner
Regularly track your progress against KPIs and SLAs, ensuring productivity targets are consistently achieved
Shift Pattern: Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 in 4 late shifts. The earliest start time is 8am and the latest finishing time is 8pm.
What you'll bring to toob:
Passionate about delivering an excellent service in every customer interaction
Previous experience within a customer service role is essential
A friendly, confident telephone manner with a positive attitude and approach
Self- motivated, resilient, and driven to exceed performance targets and resolve customer issues
Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task
A great team player who enjoys interacting & supporting others
Excellent written communication skills with the ability to adapt your style when needed
Enjoy working in a fast-paced environment and problem solving
Flexible attitude towards working shifts and weekends but a number of work patterns available
Right to work in the UK without restriction.
toob benefits:
Annual Leave
Annual Bonus
Group Pension
Group Critical Illness
Group Life Assurance
Private Medical Scheme
A positive, collaborative, and supportive culture
Development Opportunities.
toob
*Best Urban Fibre Provider 2023 (UK Fibre Awards 2023) and SME of the Year Award 2023 (Central South Business Awards)
Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it’s critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.
toob are committed to inclusiveness and equality of opportunity - we don’t just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us. We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities.
Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.
If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you!
We are an award-winning* full-fibre broadband provider actively transforming the South of England’s internet experience. Founded by a team of experienced directors from some of the world’s biggest telecommunications brands, we offer simple, affordable access to our full-fibre network so every household and business can benefit and thrive in the digital age
The role:
We are looking for personable, enthusiastic, positive, service-focused Customer Services Advisors to action and resolve enquiries whilst upholding our people-centric culture. As a Customer Services Advisor you will be the point of contact for our for all our toob customers’ enquiries via Social Media, email and phone. You will be able to multitask alongside striving to deliver an efficient, professional, and effective resolution to ensure customer satisfaction.
The role responsibilities:
Effectively handle existing customer enquiries across a variety of channels, including phone, email and social media
Display strong product knowledge and customer service skills to identify and understand the customer’s requirements, building rapport and showing empathy to resolve and offer solutions
Explain complex information clearly and simply using excellent communication and listening skills
Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact
Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled
To process orders for new customers, promoting and representing the brand in a positive and professional manner
Take ownership of complaints and dissatisfaction, monitoring & follow up until fully resolved, employing a calm, methodical manner
Regularly track your progress against KPIs and SLAs, ensuring productivity targets are consistently achieved
Shift Pattern: Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 in 4 late shifts. The earliest start time is 8am and the latest finishing time is 8pm.
What you'll bring to toob:
Passionate about delivering an excellent service in every customer interaction
Previous experience within a customer service role is essential
A friendly, confident telephone manner with a positive attitude and approach
Self- motivated, resilient, and driven to exceed performance targets and resolve customer issues
Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task
A great team player who enjoys interacting & supporting others
Excellent written communication skills with the ability to adapt your style when needed
Enjoy working in a fast-paced environment and problem solving
Flexible attitude towards working shifts and weekends but a number of work patterns available
Right to work in the UK without restriction.
toob benefits:
Annual Leave
Annual Bonus
Group Pension
Group Critical Illness
Group Life Assurance
Private Medical Scheme
A positive, collaborative, and supportive culture
Development Opportunities.
toob
*Best Urban Fibre Provider 2023 (UK Fibre Awards 2023) and SME of the Year Award 2023 (Central South Business Awards)
Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it’s critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.
toob are committed to inclusiveness and equality of opportunity - we don’t just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us. We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities.
Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.
If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you!