Customer Service Advisor
- Recruiter
- Confidential
- Location
- Abingdon
- Salary
- 21000.00 - 23000.00 GBP Annual
- Posted
- 15 Jun 2021
- Closes
- 13 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Gigaclear is a vibrant, fast paced, exciting company to work for. It presents new challenges every day as we grow, reaching targets we've never reached before!" - taken from our annual employee survey.
Here at Gigaclear, we aspire to tackle connectivity inequality and make life more digitally advanced. We are bridging the digital divide - bringing all the benefits of ultrafast fibre broadband, directly to homes and businesses across the UK.
Position Summary
Enjoy interacting with Customers? Well, as part of the Customer Operations Team you'll be responsible for delivering an exceptional customer service to Gigaclear customers. Working alongside the Customer Operations Management Team to develop a premium service experience at each customer touch point - first time every time.
No two days are the same and you could be dealing with a range of general customer enquires through any stage of the customer journey, providing technical support, co-ordinating field and installation processes, assisting with account and billing queries, and working with the wider business to see through any escalated cases through to resolution.
Gigaclear offers a fantastic training programme which will give you the tools to help our customers.
This role is office based across the Customer Operations opening hours of Monday to Friday 8am-8pm, and weekends 10am - 5pm which allows for flexibility with both part- and full-time hours!
What does the role look like:
* Acting as the first point of contact for all customer queries, and handling communications professionally and efficiently through a mixture of channels, including but not limited to phone, email, webchat, online forums, and social media.
* Providing reactive and proactive customer communications through written and verbal case management.
* Supporting the booking of installations, ensuring all parties are aligned so we deliver a first-class service experience either through our own engineers or that of 3rd party contractors.
* Meet agreed individual and team KPIs including customer satisfaction and related service level agreements.
* Review and assist with managing failed customer visits, ready for service issues (RFSI) and failed installations through to a successful outcome with varying teams.
* To assist in escalation and complaint management, with support from the Customer Operations management team.
* Building relationships, supporting and liaising with all internal departments as required, enabling everyone involved to deliver a premium customer experience in all instances.
* Providing timely and proactive updates and information to customers, avoiding the need for repeated contacts to Gigaclear. Ensuring they are delivered within any agreed SLAs.
* Developing own knowledge of Gigaclear products and processes, providing feedback to the management team to help make improvements, when required.
* Maintain all CRM and other related systems, ensuring information is updated in a clear and concise manner at every touch point.
* Be an ambassador of the Gigaclear brand, turning around any negative experiences through listening, displaying empathy with a calm and methodical approach, in turn delivering premium customer service.
Got Skills? Here is what we're looking for:
* Proven experience in the delivery of premium customer service within a varied and dynamic environment.
* A disciplined approach to problem solving - taking ownership of issues and ensures quality processes are maintained with the ability to remain calm under pressure.
* Telecommunications, logistics and field service delivery experience would be advantageous.
* Knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word.
* Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels with excellent verbal and written communication skills.
* Excellent organisational skills, a self-starter and able to undertake tasks on own initiative.
* Proven ability in complaints handling with the ability to remain positive and turn negative situations around.
* A strong and confident communicator with the ability to negotiate.
You can access the full job description in the account registration area.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
* Generous employer pension; up to 8% matched contribution
* Income protection & life assurance
* 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
* Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
* Unlimited access to LinkedIn Learning
* Long service benefits and monthly employee recognition
* Enhanced maternity and paternity provisions
* Flexible working environment
* Health & Wellbeing initiatives and company funded social events
We also have monthly company meetings with pizza for everyone. A star of the month award which recognises employees that have gone above and beyond, with a prize! There is also a weekly running club, our very own football team Gigaclear FC, plus two company socials a year, and more.
Our values
Our approach is to work guided by our mission, vision and values.
Find a way, Be committed, Do the right thing, Keep it simple
Here at Gigaclear, we aspire to tackle connectivity inequality and make life more digitally advanced. We are bridging the digital divide - bringing all the benefits of ultrafast fibre broadband, directly to homes and businesses across the UK.
Position Summary
Enjoy interacting with Customers? Well, as part of the Customer Operations Team you'll be responsible for delivering an exceptional customer service to Gigaclear customers. Working alongside the Customer Operations Management Team to develop a premium service experience at each customer touch point - first time every time.
No two days are the same and you could be dealing with a range of general customer enquires through any stage of the customer journey, providing technical support, co-ordinating field and installation processes, assisting with account and billing queries, and working with the wider business to see through any escalated cases through to resolution.
Gigaclear offers a fantastic training programme which will give you the tools to help our customers.
This role is office based across the Customer Operations opening hours of Monday to Friday 8am-8pm, and weekends 10am - 5pm which allows for flexibility with both part- and full-time hours!
What does the role look like:
* Acting as the first point of contact for all customer queries, and handling communications professionally and efficiently through a mixture of channels, including but not limited to phone, email, webchat, online forums, and social media.
* Providing reactive and proactive customer communications through written and verbal case management.
* Supporting the booking of installations, ensuring all parties are aligned so we deliver a first-class service experience either through our own engineers or that of 3rd party contractors.
* Meet agreed individual and team KPIs including customer satisfaction and related service level agreements.
* Review and assist with managing failed customer visits, ready for service issues (RFSI) and failed installations through to a successful outcome with varying teams.
* To assist in escalation and complaint management, with support from the Customer Operations management team.
* Building relationships, supporting and liaising with all internal departments as required, enabling everyone involved to deliver a premium customer experience in all instances.
* Providing timely and proactive updates and information to customers, avoiding the need for repeated contacts to Gigaclear. Ensuring they are delivered within any agreed SLAs.
* Developing own knowledge of Gigaclear products and processes, providing feedback to the management team to help make improvements, when required.
* Maintain all CRM and other related systems, ensuring information is updated in a clear and concise manner at every touch point.
* Be an ambassador of the Gigaclear brand, turning around any negative experiences through listening, displaying empathy with a calm and methodical approach, in turn delivering premium customer service.
Got Skills? Here is what we're looking for:
* Proven experience in the delivery of premium customer service within a varied and dynamic environment.
* A disciplined approach to problem solving - taking ownership of issues and ensures quality processes are maintained with the ability to remain calm under pressure.
* Telecommunications, logistics and field service delivery experience would be advantageous.
* Knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word.
* Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels with excellent verbal and written communication skills.
* Excellent organisational skills, a self-starter and able to undertake tasks on own initiative.
* Proven ability in complaints handling with the ability to remain positive and turn negative situations around.
* A strong and confident communicator with the ability to negotiate.
You can access the full job description in the account registration area.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
* Generous employer pension; up to 8% matched contribution
* Income protection & life assurance
* 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
* Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
* Unlimited access to LinkedIn Learning
* Long service benefits and monthly employee recognition
* Enhanced maternity and paternity provisions
* Flexible working environment
* Health & Wellbeing initiatives and company funded social events
We also have monthly company meetings with pizza for everyone. A star of the month award which recognises employees that have gone above and beyond, with a prize! There is also a weekly running club, our very own football team Gigaclear FC, plus two company socials a year, and more.
Our values
Our approach is to work guided by our mission, vision and values.
Find a way, Be committed, Do the right thing, Keep it simple