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For Companies At a Glance
- Tasks: Help customers resolve complaints and ensure a positive experience.
- Company: Join Grain, a fast-growing broadband provider transforming digital connectivity in the UK.
- Benefits: Enjoy 25 days annual leave, life insurance, and employee discounts.
- Why this job: Be part of a dynamic team making a real impact in customer service.
- Qualifications: Experience with MS Office and strong problem-solving skills required.
- Other info: Flexible working hours and a commitment to inclusivity.
The predicted salary is between 19500 - 28000 £ per year.
We are seeking a dedicated and proactive individual to join our Complaints and Customer Experience team. In this role, you will play a key part in delivering exceptional customer service, investigating and resolving complaints, and ensuring a positive experience for both current customers and potential future customers. Your responsibilities will span streetworks-related queries, installation complaints, and general customer service tasks. If you are a problem-solver with a passion for making a difference within our team, we want to hear from you!
Main responsibilities
- Streetworks: Answer questions and queries regarding ongoing works in the street, offer solutions to concerns and ensure contractors are aware of any resident requirements. Investigate issues and reports of damage, see these through to their end, liaise with different members of the business to resolve residents' concerns.
- Install complaints: Handle a variety of customer queries, booking engineers and speaking with customers to resolve complaints at various points in their customer journey. Problem solve to help customers get the most out of their broadband. Investigating issues and reports of damage with a keen eye to understand what has gone wrong and where we can improve. Book appointments for engineers to attend.
- General Customer Service: Handle incoming calls to the customer experience team and direct a number of enquiries to the correct department. Respond to customer emails. Logging support requests in a timely manner. General administrative duties using Outlook, Word, Excel and specialist software packages.
- Reviews/NPS: Reply swiftly to reviews in an appropriate manner, taking any action where required. Connecting to customers who have left poor reviews to understand and improve their experience, with a view to improve our overall ratings and understand customer feelings/opinions.
Working hours
37.5 hours per week, these hours will be worked on a rota basis between the business hours of Monday – Friday 9.00am – 7.00pm, Saturday 9.00am – 5.00pm, Sunday 9.00am – 5.00pm. To meet the needs of the customer, you will need to be flexible with your working hours.
Experience required
- Experience and knowledge of MS Office.
- Comfortable working with targets.
- Patience and ability to manage difficult conversations.
- Skilled in negotiation.
- Problem-solving skills.
About Grain
Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.
With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come.
Benefits to help you thrive, personally and professionally!
- Salary £24,500 per annum.
- Annual leave allowance: We offer 25 days annual leave allowance, plus bank holidays.
- Retirement savings: Start saving for your future and we will contribute up to 7% towards your retirement.
- Life insurance: We provide 4 times your annual salary to a nominated person, following a death in service.
- Employee Incentive Scheme: Get financially rewarded for your hard work and dedication with an annual incentive scheme.
- Employee Referral Scheme: Refer a friend or former colleague to join the Grain team and you could earn rewards!
- Perks at Work: Take advantage of great discounts with selected nationwide retailers.
- Assistance Programme: Our Employee Assistance Programme grants you access to wellbeing counselling and legal information should you ever need it.
Apply today!
Customer Resolution Advisor employer: Grain Connect Limited
Contact Detail:
Grain Connect Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Advisor
✨Tip Number 1
Familiarise yourself with common streetworks-related queries and complaints. Understanding the typical issues customers face will help you respond more effectively during interviews and demonstrate your proactive problem-solving skills.
✨Tip Number 2
Brush up on your negotiation skills. Since the role involves managing difficult conversations, being able to showcase your ability to negotiate and resolve conflicts will set you apart from other candidates.
✨Tip Number 3
Research Grain's broadband products and customer service approach. Being knowledgeable about our offerings and how we differentiate ourselves in the market will show your genuine interest in the company and the role.
✨Tip Number 4
Prepare examples of past experiences where you've successfully resolved customer complaints or improved customer satisfaction. Having specific stories ready will help you illustrate your skills and fit for the Customer Resolution Advisor position.
We think you need these skills to ace Customer Resolution Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, problem-solving, and handling complaints. Use specific examples that demonstrate your ability to manage difficult conversations and work with targets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your desire to make a difference. Mention your familiarity with MS Office and any experience you have with broadband or telecommunications, as this will resonate with the role.
Showcase Your Problem-Solving Skills: Provide examples in your application of how you've successfully resolved customer issues in the past. Highlight your negotiation skills and your ability to connect with customers, especially those who may have left poor reviews.
Be Clear and Concise: Ensure that your application is well-structured and free from jargon. Use clear language to convey your points, making it easy for the hiring team to see why you would be a great fit for the Customer Resolution Advisor role.
How to prepare for a job interview at Grain Connect Limited
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities. Familiarise yourself with streetworks-related queries and customer service tasks, as this will help you answer questions confidently during the interview.
✨Showcase Problem-Solving Skills
Prepare examples of how you've successfully resolved customer complaints or issues in the past. Highlight your problem-solving abilities and how they can contribute to improving customer experiences at Grain.
✨Demonstrate Communication Skills
Since the role involves handling difficult conversations, practice articulating your thoughts clearly and calmly. Be ready to discuss how you would approach a challenging customer interaction and ensure a positive outcome.
✨Research the Company
Learn about Grain's mission, values, and recent developments in the broadband industry. Showing that you are informed about the company will demonstrate your genuine interest in the role and help you connect with the interviewers.
