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JOB TITLE: Customer Success, Senior Associate

LOCATION: Belfast

TERMS: Hybrid

REQUIREMENTS: UK right to work required, no sponsorship available

THE JOB

We’re looking for a top class Customer Success Senior Associate in our dedicated Self Fund/Self Build (SFSB) Unit to champion the customer within the organisation. The SFSB Unit will sit within the Wholesale area of the business. This is a new and exciting area which we will be developing over the next year.

The SFSB Unit aims to help as many customers as possible to get connected. This might be through them contributing towards the cost of the connection if they’re not on our build plans or it could be offering them an alternative installation solution to the one that has been planned for their property.

So if you are someone who keeps the customer at the heart of everything you do, we want to hear from you! Our people are the key to the customer experience and our customers experience is central to our business. If you are passionate, able to go the extra mile and show true empathy and understanding to customers then come and join the SFSB team at Fibrus.

As a Customer Success Senior Associate you will have the opportunity to be a brand ambassador and the voice of Fibrus to the people of Northern Ireland. Previous experience of working in a customer focused environment is essential and working to targets is desirable.

WHAT WILL YOU BE DOING?

• First point of contact for our SFSB customers via inbound calls and other methods of communication.
• Completing outbound calls to customers who have registered their interest with the SFSB offering to discuss the process.
• Responding to emails, texts, and phone calls from customers.
• Ongoing support for customers who have chosen to go down the SFSB route.
• Providing a great customer service experience.
• Liaising, when appropriate with other departments to help the customer complete their Self Fund/Self Build journey.
• Accurately recording/logging interaction with customers and updating account information.
• Working with management to maintain best practices for efficient communication with customers.
• Work closely with other departments to ensure customer requests are fulfilled.

WHAT WILL YOU BRING?

• Compassion - Customers must be able to sense that you really care about them
• Positive energy - Willing to go the extra mile for each and every customer
• Exceptional telephone manner - Customers must feel like you can relate to them through effective communication
• Cool head under pressure - You must be able to handle the easy and hard times
• Inspiring ‘can do’ attitude - You must be willing to do and best your best every day
• Team spirit - Good customer service takes team work and working well with others is essential to your success
• Confidence - We are looking for people’s people who can establish common ground, draw strength from setbacks and influence others
• Flexibility – The ability to work within a fully flexible environment servicing our customers via telephone and email
  

Fibrus is committed to building a diverse, talented and dedicated workforce. We appreciate that you may not meet every single requirement listed but don’t let that discourage you. If you have some of the experience we are seeking and offer a fantastic attitude, we’d love to see your application!

IS FIBRUS FOR ME?

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption.

As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain!

We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

HOW TO APPLY

We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus

Important Information

At Fibrus we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We aim at all times to recruit the person who is most suited to the job and welcome people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We’re happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.

Fibrus operates as Fibrus Networks Ltd and Fibrus Networks GB Ltd and will retain your information, for the purposes of recruitment, for a period of up to 12 months. All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications. We may also share your information with our partner organisations for the purposes of recruitment. Please clearly note on your application if you wish us to delete your information rather than retain or share.