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- Tasks: Provide exceptional support to small business customers and resolve their queries.
- Company: Join Chess, a top UK tech service provider with a vibrant culture and strong values.
- Benefits: Enjoy hybrid working, health care support, and a range of employee perks.
- Why this job: Be part of a diverse team that values growth, innovation, and customer satisfaction.
- Qualifications: Strong communication skills and a can-do attitude; telecoms experience is a plus.
- Other info: Flexible working hours and opportunities for career progression await you!
The predicted salary is between 21000 - 28000 £ per year.
Reporting into the Customer Support Team Leader, you will embody our core values of customer focus, innovation, and teamwork. You will provide exceptional service to our small business customers, enhance their journey, and ensure timely resolution of their queries while achieving monthly KPI targets.
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
- 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
- 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.
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
- 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.
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.
If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.
Contact Detail:
Chess Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarise yourself with Chess and TTNC's services. Understanding the products you’ll be supporting will not only help you answer customer queries more effectively but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Brush up on your problem-solving skills. Since the role involves troubleshooting and resolving customer issues, being able to showcase your analytical thinking and solution-oriented mindset can set you apart from other candidates.
✨Tip Number 3
Prepare for potential scenarios you might face in customer support. Think about how you would handle difficult customers or complex queries, as this will help you articulate your approach during the interview process.
✨Tip Number 4
Highlight any experience you have in the telecoms industry or customer service roles. Even if it’s not directly related, showcasing relevant skills and experiences can help demonstrate your capability to thrive in this position.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially within the telecoms industry if applicable. Emphasise skills like problem-solving, communication, and teamwork, which are crucial for this role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've provided exceptional customer service in the past and how you align with Chess's core values of customer focus, innovation, and teamwork.
Highlight Relevant Skills: Clearly outline your analytical skills and ability to work under pressure. Mention any familiarity with DMAIC methodologies or equivalent processes, as well as your proficiency in MS Office applications, which are desirable for this role.
Showcase Your Achievements: Include quantifiable achievements in your application, such as meeting KPI targets or successfully resolving customer complaints. This will demonstrate your capability and commitment to delivering exceptional service.
How to prepare for a job interview at Chess
✨Showcase Your Customer Focus
As a Customer Support Executive, demonstrating your commitment to exceptional customer service is crucial. Prepare examples of how you've gone above and beyond for customers in previous roles, highlighting your ability to enhance their journey.
✨Demonstrate Problem-Solving Skills
The role requires a strong 'can-do' attitude and the ability to troubleshoot effectively. Be ready to discuss specific instances where you've successfully resolved customer issues, showcasing your analytical skills and determination.
✨Familiarise Yourself with the Company
Research Chess and its values, especially their focus on teamwork and innovation. Understanding their culture will help you align your answers with what they value, making you a more appealing candidate.
✨Prepare for KPI Discussions
Since achieving monthly KPI targets is part of the role, be prepared to discuss how you've met or exceeded targets in past positions. Use metrics and specific examples to illustrate your success in this area.
