At a Glance
- 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!
- Other info: Work from home with occasional office visits; must be a UK resident.
- 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.
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 in Luton employer: Connect Fibre
Connect Fibre is an innovative and rapidly growing company that prioritises exceptional customer service and employee satisfaction. With a strong emphasis on work-life balance through a hybrid working model, generous benefits including 25 days holiday and private medical cover, and ample opportunities for professional development, Connect Fibre fosters a supportive and dynamic work culture where every team member can thrive and contribute to the company's exciting journey in the telecommunications industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Connect Fibre. 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 Connect Fibre 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 Customer Service Executive in Luton
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 Connect Fibre:Your cover letter is your chance to shine! Tell us why you want to work at Connect Fibre 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 Connect Fibre!
How to prepare for a job interview at Connect Fibre
✨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.
