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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 customers and demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your customer service experience by preparing specific examples of how you've handled challenging situations in the past. Highlight your ability to resolve issues efficiently and empathetically, as this aligns perfectly with the role's requirements.
✨Tip Number 3
Research the latest trends in the fibre and telecoms industry. Being knowledgeable about current developments can set you apart from other candidates and demonstrate your genuine interest in the field during discussions with the hiring team.
✨Tip Number 4
Prepare to discuss your adaptability and resilience in a fast-paced environment. Connect Fibre is a growing business, so sharing examples of how you've successfully navigated change or contributed to process improvements will resonate well with the interviewers.
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.
Highlight Relevant Experience: In your application, emphasise any previous experience in a contact centre or similar environment. Discuss your familiarity with customer service software and your ability to manage multiple priorities in a fast-paced setting.
Showcase Problem-Solving Skills: Provide examples of how you've successfully diagnosed and resolved technical issues in the past. This will demonstrate your capability to handle the technical aspects of the Customer Service Executive role.
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 understanding of broadband and telecommunications. Brush up on common problems and solutions, and be ready to explain them in simple terms.
✨Emphasise Your Problem-Solving Skills
Prepare to discuss instances where you've successfully resolved customer complaints or technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your ability to think on your feet.
✨Familiarise Yourself with Connect Fibre
Research Connect Fibre's products and services before the interview. Understanding their offerings will not only help you answer questions more effectively but also demonstrate your genuine interest in the company and its mission.
