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Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Wildanet, building careers from the Southwest to anywhere.

Job Title: Customer Service Representative

Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Onsite Free Parking/ Eyecare Vouchers/ Flexible working/ Hybrid Working/ Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Employee Share Options/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (after probation has been passed).

Location: Liskeard Head Office

Salary: £23,500 - £25,500 DOE

Role Purpose: The Key focus to this role is providing a unique customer service experience ensuring customers’ needs are exceeded.

Main Responsibilities : The Wildanet Customer Service Representative will provide polite, professional, and empathetic customer experiences to those who make any type of enquiry. The individual will be responsible for maintaining and managing Service Level Agreements both internally and externally to match our customer needs and will accurately work in an ERP system. In addition, the representative will support the wider organization and its departments requirements.

Key Activities:

While duties and responsibilities will vary, they typically include:

• Day to day you’ll be managing large amounts of inbound and outbound calls and communications to customers, prospective customers and other miscellaneous activity.
• Working with an Omni Channel platform to engage in communication with our customers via social media, live chat, WhatsApp, SMS, email and phone.
• You will be assisting in keeping good communications between all departments at Wildanet, making sure the customer’s needs are being met but also that the business needs are being met too.
• Updating our schedule platform for new installs and setting up full account detail.
• You will be making sure the customers are invoiced and payments are fulfilled.
• You’ll be assisting in providing data for reports to send to management ensuring KPI’s are hit.
• You will be identifying customer’s needs, dealing with inbound faults and diagnosing the issue the customer is experiencing at a first line support level and providing solutions
• Updating customers accounts with all records of communication.
• Acknowledging and resolving customer complaints in a timely manner.
• Monitoring and management of ISO related policies and procedures inclusive of audits, logging and reporting

Essential Person Specification

Knowledge

• Basic IT Knowledge
• Internet/Broadband knowledge is advantageous

Skills/Attributes

• MS Office Knowledge
• CRM Experience
• Excellent Telephone Manner
• Excellent Customer Service Skills
• Resilient and Confident

Qualifications

• Standard GCSE A* - C Grades

Experience

• Previous experience in an administrative / customer service environment

Circumstances

• Hybrid working remote & office.
• Flexibility of shifts during operational hours
• Occasional participation in community events