Customer Support Advisor Blandford Forum, England
Job description
About Wessex Internet
Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning-fast broadband and are passionate in delivering a fantastic service to thousands of customers whose copper line upgrade is deemed uncommercial by the rest of the industry.
We design, build, and manage our own 3000km FTTP (Fibre to the Property) network in-house and are one of the leading suppliers making use of several Government funded voucher programmes.
Wessex Internet is growing fast. Our vision is to scale whilst retaining our excellent and personal customer service. In order to make our teams more effective and efficient we are investing in world class business systems and processes. Wessex Internet wants to make step change improvements to the broadband experience, setting it apart from other internet providers.
We believe in building a great place to work, where everyone’s contribution is valued, and everybody has the chance to raise their ideas and make a difference everyday.
Every one of us is responsible for the continued success of Wessex Internet, each individual has something valuable to offer, and together we’re constantly looking for better ways to serve more people. We’re growing fast, and we need the best people to join us.
The Role
Wessex Internet prides itself on delivering excellent customer service and understands that our customers after-sales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme you will be expected to support our customers with a range of queries via email and telephone. Typical queries include billing questions, package amendments, VOIP service sales and 1st line technical support.
Responsibilities
- Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve these
- Answer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments or contract terminations
- Following all set processes for customer support, escalating issues to the Team Leader
- Ensuring all correspondence is documented in Salesforce accurately on the business customer relationship management system and actions are followed up to ensure customer expectations are achieved, ensuring that the teams SLAs are adhered to throughout the process
- Handle overflow calls from other departments, ensuring the best customer journey is kept in mind
- Propose and implement change as appropriate to ensure company targets are hit
- Provide basic technical support before escalating to the relevant teams
- The role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers
Requirements
- You will need to be a confident communicator
- The ability to identify opportunities for upselling additional products
- Comfortable handling inbound calls
- A quick learner with the ability to easily retain information
- You are driven by targets and enjoy working hard to achieve them
- You work well as part of a team whilst focusing on the task in hand
- At least 1 years’ experience within a customer service environment
- You can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectives
- Provide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needs
- You have experience completing customer administration and have competent computer skills
- An optimistic and positive approach to your work and any challenges you may face
- You see business growth and change as a good thing, and can see the new, exciting opportunities it could lead to
- Telecoms experience isn’t essential, but is a big advantage
Benefits
- The option to buy or sell an additional 5 days holiday
- Enhanced Family Pay
- Private Medical Insurance
- Life Assurance
- Income Protection
- Cycle to Work Scheme
- Tech Scheme
- Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
- Free breakfast – including fruit, snacks, teas & coffees available throughout the day
- Regular social events
- Free onsite parking
- 75% discount to Wessex Internet package
Find out what it’s really like to work at Wessex Internet from some of our team by visiting https://www.wessexinternet.com/careers/ and watch our short video https://youtu.be/5U1j7GzB3Cc
Salary: £24,000 - £27,000 per annum, depending on experience
Role Type: Full Time/Permanent
Hours: 40 hours per week (9am - 5:30pm)
Location: Office Based, Blandford Forum
Holiday: 25 days plus bank holidays
