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- Tasks: Help customers with broadband, billing, and technical queries while providing excellent service.
- Company: Join BUUK Infrastructure, a leader in utility innovation aiming for net zero in the UK.
- Benefits: Enjoy up to 12% bonus, hybrid working, 33 days holiday, and career development opportunities.
- Why this job: Be part of a supportive team culture that values diversity and personal growth.
- Qualifications: No specific qualifications required; customer service experience is a plus.
- Other info: Flexible working options available; we encourage applicants from all backgrounds.
The predicted salary is between 24000 - 36000 £ per year.
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.
FibreNest, part of the BUUK Infrastructure Group, are looking for3xCustomer Support Specialist\’swho would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.
Our FibreNest contact centre operates between the hours are between 08:00 – 20:00 Monday – Friday, and 09:00 – 17:00 weekends and bank holidays, with our Customer Support Specialists rotating through weekly shift patterns.
To deliver outstanding service and support across our broadband, billing, and technical services. This includes a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.
Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
Keeping customers updated at timely intervals where follow ups are required or making service engineer appointments.
Communicating with customers via a variety of channels, including phone, email, online chat and via written letter in an appropriate, professional manner.
Update internal CRM system with account changes and notes.
Basic triaging of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service engineer appointments.
Assisting customers with account queries and ensuring payments are met or plans monitored. Escalation to Arrears team if required.
Assisting potential customers to understand products and packages offered by FibreNest and promoting the brand.
Continual improvement of customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.
Contribute effectively towards maintaining team cohesion and morale.
Communicating with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
Work closely with colleagues to ensure appropriate resources are engaged to ensure customer requirements are achieved.
Continually develop professionally in all aspects of the role.
Use approved systems continually to log all work-related activity and only work on approved tasks.
Suggest up-sell/cross-sell products to customer where relevant and where it may add value to the customers experience.
Understanding fundamentals of CRM systems and MS Office.
Effective interpersonal and communication skills.
Ability to effectively engage with customers and to own the appropriate resolution of issue(s).
Positive, self-motivated, and able to respond effectively to working in a fast paced and dynamic environment.
Highly organised self-starter.
Demonstrable to prioritise workload and problem solve.
Understanding of SharePoint, MS Teams/Slack.
Previous experience in a customer facing role.
What can you expect from us
Up to 12% bonus
Cost of living annual pay review
Company pension contributions up to 3% if employees contribute 5%
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks
Enhanced maternity, paternity and adoption pay
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax)
Hybrid working for eligible roles
Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Customer Service Advisor in Gloucester employer: BUUK Infrastructure
Contact Detail:
BUUK Infrastructure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Gloucester
✨Tip Number 1
Familiarise yourself with FibreNest's products and services. Understanding what they offer will help you engage with customers more effectively and demonstrate your enthusiasm for the role during any conversations.
✨Tip Number 2
Brush up on your CRM skills. Since the role involves updating internal systems, being comfortable with CRM software will show that you're ready to hit the ground running and can manage customer interactions efficiently.
✨Tip Number 3
Practice your communication skills. As a Customer Service Advisor, you'll be interacting with customers through various channels. Being able to convey information clearly and professionally is key to providing excellent service.
✨Tip Number 4
Show your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved customer issues. This will highlight your capability to handle the fast-paced environment at FibreNest.
We think you need these skills to ace Customer Service Advisor in Gloucester
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service roles. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to provide excellent service.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer queries or improved customer satisfaction in previous positions.
Showcase Relevant Skills: Highlight your interpersonal and communication skills in your application. Provide examples of how you've effectively engaged with customers and resolved issues, as these are crucial for the Customer Support Specialist role.
How to prepare for a job interview at BUUK Infrastructure
✨Know the Company and Its Values
Before your interview, take some time to research BUUK Infrastructure and its mission towards net zero. Understanding their values and how they align with your own will help you articulate why you're a good fit for the role.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that showcase your customer service abilities. Highlight situations where you resolved issues effectively or went above and beyond to assist a customer, as this is crucial for the Customer Service Advisor role.
✨Familiarise Yourself with CRM Systems
Since the role involves using CRM systems, brush up on your knowledge of these tools. If you have experience with specific systems, be ready to discuss how you've used them to enhance customer interactions.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics, training opportunities, or the company culture. This shows your genuine interest in the position and helps you determine if it's the right fit for you.
