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For Companies At a Glance
- Tasks: Manage customer onboarding, scheduling, and support for a seamless experience.
- Company: Join Wessex Internet, a fast-growing provider of full-fibre broadband in rural areas.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and free breakfast.
- Why this job: Be part of a supportive team focused on personal growth and making an impact.
- Qualifications: No prior experience needed; strong communication and organisational skills are essential.
- Other info: Hybrid working options available; salary ranges from £26,000 to £29,000.
The predicted salary is between 22000 - 26000 £ per year.
About Wessex Internet
We are a fast-growing, innovative Internet provider, delivering full-fibre broadband across rural areas in the Southwest, including Dorset, Somerset, New Forest, and now expanding our network into Wiltshire. Dedicated to delivering lightning-fast broadband to thousands of countryside homes and businesses, we design, build, and operate our own network to ensure every connection meets our high standards.
Late last year, we celebrated an exciting milestone in connecting our 10,000th customer to our full-fibre service. This achievement highlights our commitment to exceptional customer service and is reflected in our customer reviews and trust pilot scores.
We are a growing business built on teamwork, where each contribution is valued and has a part to play in our successes. With a focus on personal and professional growth, we offer endless opportunities to make an impact. As we continue to grow, we are seeking passionate individuals to join our team.
The Role
As a result of exciting growth, we now require an additional Customer Onboarding Specialist to join our friendly and driven team. Reporting into our Head of Customer Operations, you will be responsible for setting customer expectations, managing everything post sale until our customers are onboarded and ensuring our Engineers and Garden Work Teams have a fully scheduled diary of works.
You don’t need to have previous experience, but we would be looking for someone who is used to being on the phone for long periods of time, with excellent customer service skills, the ability to perform more than one task at a time and solve problems quickly, experience in organising multiple diaries and booking appointments. We are happy to work with you to help you become an excellent Customer Onboarding Specialist.
This is a varied role which at times may involve supporting frustrated customers; the need to be supportive, quick thinking and ability to solve problems is essential to this role.
Using our scheduling systems, we require a team member to optimise its capacity, improving the efficiency of our Field Teams scheduling and thus increasing our capacity to complete ground works, faults and installations.
Responsibilities
- Customer Management: Oversee and manage customer expectations throughout the onboarding process.
- Customer Coordination: Contact customers to plan and schedule groundworks and installations.
- Customer Support: Respond promptly to queries and requests from clients/customers.
- Engineer Scheduling: Organise and manage engineers' diaries to arrange and book installations and groundworks efficiently.
- Workload Distribution: Allocate workloads among operatives to ensure optimal team efficiency.
- Issue Resolution: Address and resolve any issues that arise during the installation process.
- Email Monitoring: Regularly monitor emails to ensure timely responses and actions.
- Job Management: Ensure all jobs are accounted for, closed, or rescheduled by the end of each day.
- CRM Maintenance: Update and maintain accurate records in our CRM system (Salesforce).
Requirements
- Excellent organisational skills
- The ability to multitask and work well under pressure
- Attention to detail
- Have an agile and flexible approach to work
- Strong verbal communication skills
- Work well individually as well as part of a larger team
- Proactive and forward thinking with the ability to plan ahead
- Display excellent customer service skills
Benefits
- 25 days on annual leave, plus bank holidays
- The option to buy or sell an additional 5 days holiday
- Enhanced Family Pay
- Private Medical Insurance
- Life Assurance
- Income Protection
- Cycle to Work Scheme
- Tech Scheme
- Opportunities to progress your career
- Free breakfast - including fruit, snacks, teas & coffees available throughout the day
- Regular social events
- Free onsite parking
- 75% discount to Wessex Internet package
Salary: £26,000 - £29,000 per annum, depending on experience
Role Type: Full Time/Permanent
Hours: 40 hours per week (with 1 Saturday a month)
Location: Office based near Blandford Forum, Dorset (will consider hybrid working)
Holiday: 25 days plus bank holidays
Customer Onboarding Specialist employer: Wessex Internet
Contact Detail:
Wessex Internet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Onboarding Specialist
✨Tip Number 1
Familiarise yourself with Wessex Internet's services and values. Understanding their commitment to exceptional customer service will help you align your responses during any interviews or conversations with the team.
✨Tip Number 2
Practice your verbal communication skills, as this role requires excellent phone etiquette. Consider role-playing scenarios where you handle customer queries or schedule appointments to build your confidence.
✨Tip Number 3
Get comfortable with scheduling tools and CRM systems like Salesforce. Familiarity with these platforms can give you an edge, showing that you're proactive and ready to hit the ground running.
✨Tip Number 4
Demonstrate your problem-solving abilities by preparing examples of how you've successfully managed multiple tasks or resolved customer issues in the past. This will showcase your capability to thrive in a fast-paced environment.
We think you need these skills to ace Customer Onboarding Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the role of a Customer Onboarding Specialist. Emphasise your organisational skills, multitasking abilities, and any customer service experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle multiple tasks under pressure. Mention specific examples of how you've successfully managed customer expectations or resolved issues in the past.
Highlight Relevant Skills: In your application, clearly outline your strong verbal communication skills and attention to detail. These are crucial for the role, so provide examples of how you've demonstrated these skills in previous positions.
Show Enthusiasm for the Company: Research Wessex Internet and express your enthusiasm for their mission and values in your application. Mention their commitment to exceptional customer service and how you can contribute to their growth and success.
How to prepare for a job interview at Wessex Internet
✨Showcase Your Customer Service Skills
As a Customer Onboarding Specialist, you'll be interacting with customers regularly. Prepare examples of how you've provided excellent customer service in the past, especially in challenging situations. This will demonstrate your ability to handle frustrated customers effectively.
✨Demonstrate Organisational Skills
The role requires managing multiple diaries and scheduling appointments. Be ready to discuss your organisational strategies and any tools you use to keep track of tasks. Highlight any experience you have with scheduling systems or CRM software, as this will be beneficial.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving abilities. Think of specific instances where you've had to think on your feet and resolve issues quickly. This will show your potential employer that you can handle the dynamic nature of the role.
✨Research Wessex Internet
Familiarise yourself with Wessex Internet's services, values, and recent achievements, such as connecting their 10,000th customer. This knowledge will not only help you answer questions more effectively but also show your genuine interest in the company and its mission.
