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Customer Service Assistant

VN098

Full-Time

Downham Market

A bit about Upp
We’re Upp, and we’re building a world class, full-fibre broadband network to serve residential customers and businesses across the East of England and beyond.

We’re a start-up, but our leadership team is brimming with experience from some of the UK’s leading telecommunications companies. Although we’ve only been up and running a short amount of time, our growth trajectory is ambitious, bold and exciting.

Exciting times lie ahead for employees and customers alike as we ramp up our rollout across more towns in Lincolnshire and Norfolk and we start delivering next level broadband to the communities that need it most.

We know we need an amazing team to help us achieve our ambitious goals so we are committed to being a great place to work. By joining us at this early stage the opportunities for progression, growth and career development are great. The potential here at Upp is huge.

We believe that Positivity is a magic ingredient. We assume positive intent, we enjoy our work and we have fun together. And we also believe in Winning together - we thrive on teamwork and win or lose, we keep learning.

Does this sound like the kind of place you want to work? If so keep reading….

What will you be doing?

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

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

Key success criteria is to deliver an exceptional, genuine, caring and informative customer experience through our customer end to end touch points from Pre-installation, installation, customer activation, technical Wi-Fi issues, in life customer account queries through to Billing and Payment process.

So what does the role look like day-to-day?

Key responsibilities 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

Handle a range of incoming queries from residential and business customers, including account changes, billing issues, installations & first line technical support; seeing them through to resolution

Troubleshooting and diagnosing technical 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

Handling customer complaints, successfully seeing through to a resolution, providing regular touch points with the customer throughout

What we are looking for?

Excellent communication skills

Ideally some experience in a contact centre environment

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

Some experience troubleshooting and configuring a local network (your own home internet counts!)

Please note, due to home working, candidates must have their own broadband internet connection with capabilities of at least 10Mbps download and 5Mbps upload speeds, and a dedicated, quiet space to work.

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

21,000.00 - 22,000.00

United Kingdom