At a Glance
- Tasks: Provide top-notch customer support for telephony and broadband issues.
- Company: Join Barclay Communications, a leader in business communications solutions.
- Benefits: Full training, competitive salary, and opportunities for career growth.
- Other info: Dynamic team environment with a focus on collaboration and excellence.
- Why this job: Make a real impact while helping customers stay connected.
- Qualifications: GCSEs in Maths and English; tech-savvy and eager to learn.
The predicted salary is between 22000 - 26000 £ per year.
Barclay Communications is a leading provider of business communications solutions across the UK and Ireland, with over 27 years of experience helping organisations stay connected through mobile, broadband, Vo IP, IT and digital services.
Known for our customer-first approach, we combine technical expertise with innovative, tailored solutions that support thousands of businesses across diverse industries.
We take pride not only in the quality of our services but also in our people, investing continuously in their development to ensure exceptional customer experiences at every stage.
As a fast-growing, forward-thinking organisation, we are committed to expanding our service offerings, embracing new technologies and strengthening our market presence.
Our success is driven by a passionate, dedicated team focused on excellence, collaboration and long-term customer relationships.
As we continue to grow, we are seeking a driven
First Line Customer Support to join our expanding team in Belfast, offering an exciting opportunity to make a real impact within a dynamic and supportive environment.
Role Overview
We are looking for a motivated and customer-focused individual to join our team in a First Line Customer Support role.
While previous experience in telephony or broadband support would be an advantage, it is not essential, and you should be eager to learn, comfortable using technology, and confident communicating with customers by phone and email.
In this role, you will be the first point of contact for customers, helping to resolve queries, troubleshoot issues, and provide excellent service.
Full training will be provided, and we are looking for someone who can quickly develop their technical knowledge, work effectively under pressure, and contribute to maintaining high levels of customer satisfaction.
Key Responsibilities
- Provide advanced support for telephony and broadband issues.
- Act as the escalation point for complex faults and system configuration challenges.
• Telephony and Broadband System Maintenance
- Oversee the maintenance of VOIP and on-premises phone systems, ensuring they operate efficiently and effectively.
- Manage broadband network configurations and resolve any issues related to broadband performance.
• Troubleshooting and Issue Management
- Identify, troubleshoot, and resolve faults within telephony and broadband systems in line with agreed SLAs.
- Maintain proactive communication with clients to update them on the status of ongoing issues.
- Deliver exceptional customer service by addressing support queries with professionalism and urgency.
- Ensure that all interactions with customers reflect a high level of service and support
• Documentation and Reporting
- Accurately log all support requests and incidents in the Salesforce system.
- Maintain detailed documentation to facilitate seamless handovers and future reference.
- Billing and Contract Support: Address and resolve customer billing and contract-related queries effectively.
- System Configuration and Setup: Configure routers and perform system builds to support telephony and broadband requirements.
- Coordination with Third Parties: Liaise with third-party vendors and service providers as necessary to resolve issues and implement solutions.
- Process Adherence: Follow internal processes and procedures to ensure consistent and high-quality support delivery.
- Minimum GCSEs, including Maths and English, or equivalent qualifications.
- Excellent communication, interpersonal, and active listening skills.
- Strong organisational skills and the ability to work independently.
- Proficiency in Microsoft Outlook, Word, and Excel.
- Experience with VOIP and on-premises telephony systems, including Gamma, IPECS LG (cloud and on-prem), and NEC.
- Experience in a similar technical support role.
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First Line Customer Support employer: Barclaycomms
Barclay Communications is an exceptional employer that prioritises the growth and development of its employees, offering comprehensive training and a supportive work culture in the vibrant city of Belfast. With a strong commitment to customer satisfaction and innovative solutions, team members are encouraged to thrive in a dynamic environment where their contributions make a real impact. Joining our First Line Customer Support team means being part of a passionate group dedicated to excellence and collaboration, with ample opportunities for personal and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Barclaycomms. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Barclaycomms before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Barclaycomms:Your cover letter is your chance to shine! Tell us why you want to work at Barclaycomms specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Barclaycomms!
How to prepare for a job interview at Barclaycomms
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
