customer relations Market Harborough, England
Job description
JOB TITLE: Customer Support Advisor (full or part time considered)
LOCATION: Market Harborough
SALARY: Starting at £21,000 pa
ABOUT WELCOMM
We are an award-winning supplier of managed business communications based in the midlands.
We pride ourselves on providing exceptional customer and operational support – it’s what we do best. In recognition of this, we have won O2’s prestigious Direct Business Partner of the Year Award in 2018, 2019, 2020, 2021 & 2022 – an unprecedented accolade never achieved by any other O2 partner. Our Technical Support and Account Management teams work tirelessly to go above and beyond for our customers.
Welcomm have a proud history. From the first mobile retailer in the midlands, to the business communication specialists of today, Welcomm’s customer focused ethos and partnerships with industry-leading vendors have enabled us to operate successfully for over 30 years. Through strategic acquisition and developing our people, we have grown our product and services portfolio to become a trusted communications partner to thousands of businesses across the UK.
JOB PURPOSE
This is a fantastic opportunity to join our small and dedicated team, working in a busy and varied role.
You will be the first point of contact for all external business calls and customer account queries, as well as working alongside the sales team and providing administrative support. This role would suit someone who understands the need and has a passion for delivering the best quality customer service, who enjoys problem-solving and resolving customer queries and who enjoys supporting and helping others.
We offer full training, coaching and development and the opportunity to be part of a hard-working, supportive, fun and dedicated team.
RESPONSIBILITIES
· Manage all in-bound telephone calls, taking a proactive approach to resolving customer queries productively and efficiently, in particular actioning any mobile related tasks such as transfers of ownership, usage reviews, billing enquiries etc.
· Ensure all customer queries are resolved at the point of contact where possible, ensuring the customer is fully satisfied with the service provided and hand over any unresolved queries to the appropriate team, following the Company’s escalation procedures.
· Provide first level advice and technical assistance to customers, including faut desk fixes, and identify and follow through any potential sales opportunities.
· Ensure all actions and activity are recorded on the Company’s CRM system and provide sales administration support to the field sales team and management team as required.
ABOUT YOU
Essential:
· You will have exceptional customer service skills and possess strong administration and time management skills.
· You will have strong IT skills including MS Excel.
· You will have a ‘can do’ attitude and a willingness to get stuck into all aspects of this highly varied and busy role.
· You will be highly organised with excellent written and verbal communication skills and a strong attention to detail.
· You will be positive, proactive, enthusiastic and resilient.
· You will have the ability to form positive working relationships with colleagues across the business.
Desirable:
· It would be an added bonus if you have experience in the telecommunications industry and/or experience of Client Relationship Management (CRM) software.
WHAT WE OFFER
We offer a competitive salary and an enhanced annual leave entitlement with the option to purchase additional days. We also love to reward our employees with attendance and long service awards and employee recognition events, awards and incentives.
We are a key advocate of wellbeing and offer a variety of support for our employees including company sick pay, healthcare cash plans to help with medical and therapy bills, 24/7 GP access, employee assistance programme (EAP) and employee benefits through Perkbox and O2 Priority.
We strive to achieve a family-friendly culture and to create possibilities for all with ongoing training and development through our accreditation and training programmes. You’ll have the opportunity to work in a flexible and agile environment and whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options to help make this the right role for you.
At Welcomm we take our corporate social responsibilities seriously. We are very active in our community, proudly supplying communication solutions to many local businesses, fundraising for our charity partners, as well as sponsoring and volunteering at local events.
We embrace diversity at Welcomm. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, neurodiversity, gender reassignment or identity, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to present your best self.
Disclosure and barring (DBS) check
As part of our partner agreement with O2, we are required to carry out a Basic Disclosure (Criminal Conviction Certificate) check for all of our employees.
Job Types: Full-time, Part-time, Permanent
Salary: From £21,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Market Harborough: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Market Harborough
