Customer Support Executive

Customer Support Executive

Reporting into the Customer Support Team Leader, you will embody our core values of customer focus, innovation, and teamwork. You'll provide exceptional service to our small business customers customers, enhance their journey, and ensure timely resolution of their queries while achieving monthly KPI targets.

“a great place to work, a great place to be a customer”

Responsibilities, not limited to:

• Providing an exceptional service to our small business customers on both Chess and the TTNC

platform

• Constantly focusing on improving the customer journey, and making Chess and TTNC ‘a great

place to be a customer’

• Retaining customers through contract renewals and reactive retentions
• Taking inbound calls from customers and providing 1st line support on calls/tickets
• Ability to carry out troubleshooting activities and provide resolution to customer queries
• Proactively chase cash payments from unmanaged customers, including the collection of

termination fees

• Handle Direct Debit rejections, ensuring timely resolution and reactivation of Direct Debit

setups

• Initiate the TOS to cease process, including managing the cease and reconnection process,

and sending accounts to Flint Bishop

• Flexibility to support other functions in the service area should the business require it
• Achieving monthly KPI targets
• Upskilling via our Learn 2 Earn scheme
• Ownership of customer accounts in an escalation or complaint status
• Work with carriers, customers and internal teams on their speedy resolution
• Manage customer contact through our social media channels
• Working on a monthly rota to support the triage of tickets
• Identify up-selling opportunities across the range of Chess products and services

The Candidate:

• Ability to work under pressure and meet deadlines
• Ability to work under one’s own initiative as well as part of a team
• Ability to communicate effectively with team members and members of the Senior

Management Team

• Strong analytical skills
• Can do attitude, thrives on problem-solving and seeing the solution through to successful

resolution

• Great computer and literacy skills
• Experience within the Telecoms Industry – desirable
• Familiarity with or accreditation of DMAIC methodologies and processes or equivalent –

desirable

• Competent user of MS Office, including Word, Excel, PowerPoint, Visio, Project and Outlook

Why join Chess?

Chess is one of the UK's leading independent and trusted technology service providers, employing over 360 skilled people across the UK, supporting over 21,000 UK businesses.

Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit.

We're extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than fourteen years in the top 100.

Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business.

We believe that “if you’re not growing, we’re not growing”.

Salary details: Up to £28,000 depending on experience

Benefits include:

• Health care support – UK Healthcare, eye tests, flu jabs, onsite health screens
• Enhanced Pay: Maternity, Paternity, Adoption Leave and Shared Parental Leave
• Access to employee benefits, rewards and recognition platform, Perkbox. This gives you access to hundreds of ‘Perks’ with great discounts. Whether it be days out, your weekly food shop, a clothes shopping spree on the high street and many more.
• Hybrid working support – Allowance towards a home desk and chair
• Loyalty point scheme – allowing you to use your points to increase your benefits each year
• Access to our Future Fit benefits package – including Mental, Physical and Financial support
• 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.
• Buy & sell Holiday scheme – 2 opportunities per year to buy or sell up to 5 holidays
• Additional holidays: Half Day Fridays and a Wellbeing Day
• £100 per year matched charity donation, plus payroll giving options

Hours: A standard week is 37½ Monday to Friday

At Chess we offer many flexible working options, and we have both full-time and part-time working hours available. Chess pride themselves on being an inclusive employer, so if you want to find out more about our flexible working arrangements this can be discussed with your application.

Working location: Hybrid working position

Allowing you to enjoy the flexibility of working from home whilst also having the option to work from one of our many local hubs spread throughout the UK. Ad-hoc travel to offices within the group and other locations may be required on occasion.

Is Chess the place for you?

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Please email your CV and covering letter to our Recruitment Department at: careers@chessict.co.uk

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