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- Tasks: Join our team as a Customer Service Executive, providing top-notch support to our customers.
- Company: Connect Fibre is a fast-growing business delivering high-speed broadband across the UK.
- Benefits: Enjoy a £27,000 salary, 25 days holiday, and private medical cover, plus more perks!
- Why this job: Be part of an exciting start-up culture while helping customers enjoy amazing internet experiences.
- Qualifications: 12 months experience in customer service, preferably in telecoms or broadband.
- Other info: Work from home with occasional office visits; must be a UK resident.
The predicted salary is between 21600 - 37800 £ per year.
Connect Fibre is a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 2000 Mbps, new Wi-Fi 7 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential. Our product sells itself!
We now seek a dynamic, ambitious individual to join our Customer Services Team.
The Role:
As a Customer Service Executive, you will be passionate about ensuring that every customer has an amazing experience with our service, even when things need fixing. As part of a growing team, you will provide customers with accurate, friendly and knowledgeable support to help them get the most out of their products and to resolve any issues in a timely manner.
Role Requirements:
- Have a customer first, proactive attitude, delivering exceptional customer service on each and every contact
- Provide 1st line technical, account, sales, and general support to customers across multiple channels, including telephone, chat, social and email
- Ability to diagnose and troubleshoot technical issues related to our broadband and telecommunication services.
- Manage and close tickets within agreed service levels, recording all activity accurately and efficiently on internal systems, to ensure we meet customer expectation
- Provide accurate information about Connect Fibre's products and services.
- Handle customer complaints with empathy and efficiency, ensuring a satisfactory resolution.
- Collaborate with technical teams to resolve complex problems and escalate issues when necessary.
- 37.5 hour week with some shift pattern.
Experience:
- At least 12 months experience working in a contact centre, within the Fibre/Telecoms/ Broadband/ Media industry
- Excellent customer service skills gained working with a diverse customer base and a wide range of issues and incidents.
- Experience of working at a start-up or scaling business is advantageous, with a willingness to help setup new systems and processes.
- Effective communicator with both customers and colleagues using minimal technical jargon.
- Ability to manage personal workload through skilled time management and prioritisation.
- A positive attitude and resilience that shines through whether working within a team or independently.
- Strong attention to detail and a natural problem solver.
- Internet or telecoms experience preferred, but not essential.
- Proficiency in Customer Service software and tools.
- Excellent communication and problem-solving abilities.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
Preferred Skills:
- Ability and resilience to handle a fast-paced environment, embracing change and opportunities to support the growth of the business.
- Internet or telecoms experience preferred, but not essential.
The Rewards:
- £27,000 Base Salary
- 25 days holiday plus Birthday off
- Company Pension Contribution
- £1500 Employee Referral Scheme
- Superb Maternity/Paternity Support Package
- Private Medical and Dental cover
- Business Laptop
- Continuous development and long-term career prospects
Connect Fibre offers excellent team and business building opportunities. Interested applicants should, in the first instance, send an up-to-date CV to: Paul Blunt at Connect Fibre.
All applications will remain strictly confidential.
(Connect Fibre operates a hybrid working model with main emphasis on home working with occasional visits to company office locations. Candidates must be a UK resident with citizenship or indefinite leave to remain and are required to undertake a basic DBS check.)
Customer Service Executive employer: Connect Fibre
Contact Detail:
Connect Fibre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive
✨Tip Number 1
Familiarise yourself with Connect Fibre's products and services. Understanding their offerings, especially the technical aspects of their broadband and telecommunication services, will help you engage confidently with potential customers during interviews.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've handled challenging situations in the past. Highlighting your ability to resolve issues with empathy and efficiency will resonate well with the hiring team.
✨Tip Number 3
Demonstrate your adaptability and willingness to embrace change. Since Connect Fibre is a rapidly expanding business, sharing experiences where you've successfully navigated a fast-paced environment or contributed to new processes can set you apart.
✨Tip Number 4
Prepare to discuss your familiarity with customer service software and tools. Being able to articulate your proficiency in these areas will show that you're ready to hit the ground running and contribute to the team's success from day one.
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially within the Fibre or Telecoms industry. Use specific examples that demonstrate your ability to handle customer inquiries and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive attitude. Mention how your skills align with the role requirements and express your enthusiasm for joining Connect Fibre's dynamic team.
Highlight Technical Skills: If you have experience with customer service software or troubleshooting technical issues, be sure to mention this in your application. This will show that you are well-equipped to handle the technical aspects of the role.
Showcase Problem-Solving Abilities: Provide examples in your application that illustrate your problem-solving skills and resilience in a fast-paced environment. This is crucial for a Customer Service Executive role where quick thinking is often required.
How to prepare for a job interview at Connect Fibre
✨Show Your Customer-Centric Attitude
Make sure to highlight your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to ensure a great experience for customers, especially in challenging situations.
✨Demonstrate Technical Knowledge
Since the role involves troubleshooting technical issues, be prepared to discuss your experience with broadband and telecommunications. Brush up on common technical problems and solutions related to fibre services to showcase your expertise.
✨Communicate Clearly and Effectively
Practice explaining complex concepts in simple terms. The interviewers will appreciate your ability to communicate effectively with both customers and colleagues, so focus on clarity and avoid jargon.
✨Emphasise Adaptability and Resilience
Connect Fibre is a rapidly growing company, so it's important to show that you can thrive in a fast-paced environment. Share examples of how you've successfully managed multiple priorities and adapted to change in previous roles.
