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- Tasks: Provide top-notch support to small business customers and resolve their queries.
- Company: Join Chess, a leading 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 team that values growth, diversity, and customer satisfaction.
- Qualifications: Strong communication skills and a can-do attitude; telecom experience is a plus.
- Other info: Flexible hours available; work from home or local hubs.
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
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. Please email your CV and covering letter to our Recruitment Department.
Customer Support Executive employer: Chess
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 products and services. Understanding the specifics of what 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 communication skills, especially in handling difficult customer interactions. Role-playing scenarios with friends or family can help you practice maintaining a calm and professional demeanour under pressure.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you successfully resolved customer issues. This will highlight your analytical skills and 'can-do' attitude, which are crucial for this position.
✨Tip Number 4
Research DMAIC methodologies if you’re not already familiar with them. Even if it’s not a strict requirement, having a basic understanding can set you apart from other candidates and show your eagerness to learn and grow within the company.
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, as these are crucial for the 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.
Showcase Relevant Skills: Highlight your analytical skills and ability to work under pressure. If you have experience with DMAIC methodologies or MS Office, be sure to mention this, as it is desirable for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Chess
✨Showcase Your Customer Focus
During the interview, emphasise your commitment to providing exceptional customer service. Share specific examples of how you've improved customer experiences in previous roles, as this aligns with the core values of the company.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've successfully resolved customer issues. Highlight your analytical skills and 'can-do' attitude, as these are crucial for a Customer Support Executive role.
✨Familiarise Yourself with the Company
Research Chess and its services thoroughly. Understanding their products and the Telecoms industry will help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Role-Playing Scenarios
Be ready for potential role-playing exercises during the interview. Practising how you would handle common customer queries or complaints can demonstrate your readiness for the job and your ability to think on your feet.
