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Job description

Portsmouth HQ

Full-time shifts, alternate weekends

toob is a full-fibre broadband provider on a mission to transform the South of England’s internet experience. toob has a bold plan to deploy its network to more than a million premises over the next 10 years.

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The Role:

We are looking for personable, enthusiastic, 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. As a Customer Services Advisor you will be able to multitask alongside striving to deliver an efficient, professional, and effective resolution to ensure customer satisfaction. You will be energetic, positive and vibrant.

If you are looking to make a difference, thrive in a growing business and share our aspiration, we would love to hear from you!

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Key Accountabilities & Decision Ownership:

• 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

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Core competencies, skills and knowledge

• 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

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Company Benefits:

• Annual Leave – 25 days
• Annual Bonus
• Group Pension – Royal London
• Long Term Incentive Plan
• Group Critical Illness
• Group Life Assurance
• Private Medical Scheme

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This is a fantastic opportunity with exceptional benefits, apply now to avoid disappointment!

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About us:

Launched in 2019, toob is a full-fibre broadband provider on a mission to transform the South of England’s internet experience. Founded by an experienced team from some of the world’s biggest telecommunications brands, toob offers simple, affordable access to its full-fibre network so every household and business can benefit from hyperspeed broadband and thrive in the digital age.

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 different 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.

Job Type: Full-time

Salary: Up to £24,000.00 per year

Benefits:

• Company pension
• On-site parking
• Private medical insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Yearly bonus

Work Location: One location