At a Glance
- Tasks: Be the friendly voice for customers, solving their queries and providing top-notch service.
- Company: Join Fibrus, a dynamic company transforming digital infrastructure with a supportive team.
- Benefits: Enjoy 25 days annual leave, private healthcare, and flexible hybrid working options.
- Other info: Diverse workplace with excellent career progression and a focus on teamwork.
- Why this job: Make a real difference in customers' lives while growing your career in a fun environment.
- Qualifications: Bring compassion, positivity, and a can-do attitude; experience is a bonus but not essential.
The predicted salary is between 24785 - 24785 £ per year.
Your mission
LOCATION: Belfast (Dargan Crescent, BT3)
TERMS: Hybrid working (3 days in office, 2 days at home once probation has been passed)
HOURS & SHIFTS: 37.5 hours per week, working 5 days per week on a rota basis with shifts between 8am-8pm Monday to Friday and 9am-5pm on a weekend (1 weekend per month)
SALARY: minimum starting salary of £24,785 plus monthly commission (OTE £28,000+)
START DATE: 7th September 2026
Your profile
Due to our continued success and ever-growing customer base, we are searching for customer service stars, who keep the customer at the heart of everything they do. Our people are the key to our customer experience and our customers experience is central to our business. If you are passionate, able to go the extra mile and show true empathy and understanding to customers then come and join the Customer Service team at Fibrus. We have three levels within our Customer Service team, Associate, Senior Associate and Specialist so there is always room to grow and progress at Fibrus.
WHAT WILL YOU BE DOING? (Not limited to)
- First point of contact for our customers via inbound calls and other methods of communication, always providing a top-class customer service experience
- Providing support to customers around both technical and non-technical queries from product and service questions to account and billing support (full training provided)
- Direct customers when appropriate to other departments to address their needs
- Accurately recording/logging interaction with customers and updating account information
- Working with management to maintain best practices for efficient communication with customers, working to our internal service level agreements and key performance indicators
- Working in a busy but fun and supportive environment
- Carrying out retention-based calls-engaging with customers who may be considering leaving, identifying their concerns, and working to find the right solution to retain their business
- Understanding customer needs and pain points to offer personalised solutions, support, or guidance
WHAT WILL YOU BRING?
- Compassion - Customers must be able to sense that you really care about them
- Positive energy - Willing to learn every day and also go the extra mile for each customer
- Exceptional telephone manner - Customers must feel like you can relate to them through effective communication
- Cool head under pressure - You must be able to handle the easy and hard times
- Inspiring 'can do' attitude - You must be willing to do and best your best every day
- Team spirit - good customer service takes teamwork and working well with others is essential to your success
- Confidence - We are looking for people's people who can establish common ground, draw strength from setbacks and influence others
- Flexibility - The ability to work within a fully flexible environment serving our customers via telephone and email and offering various forms resolution from technical support to guidance on their billing
WHY US?
WHAT WE VALUE
Based on input from all colleagues across our business, our 4 cornerstone values are:
- 'Make a Difference' - Would you like to help make that difference? As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure.
- 'Be Yourself' - Fibrus is committed to building a diverse, talented, and dedicated workforce. We appreciate that you may not meet every single requirement listed but don't let that discourage you. If you have some of the experience we are seeking and offer a fantastic attitude, we'd love to see your application!
- 'Be Tenacious' - With our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!
- 'Work Together' - We put our people first! We are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility.
AND JUST SOME OF WHAT WE CAN OFFER YOU
- 25 days annual leave plus statutory/bank holidays
- Private healthcare, life assurance, annual personal health "MOT" & a company pension plan
- Shared parental leave, paternity leave and enhanced maternity leave
- Monthly commission scheme & career path opportunities
- Paid support for the loss of a child
- Support for colleagues going through the menopause
- Complimentary access to LinkedIn Learning
- Free financial advice and support through Kith and Kin
- Flexible working including hybrid working
- Industry leading work events and colleague days
At Fibrus Limited, we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We're happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.
All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications. Fibrus Limited, Fibrus ISP, Hyperfast and Viberoptix, belong to the Infracapital group of companies. We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email if you do not wish us to retain your information or do not wish for us to share your information. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.
Customer Service Associate in Newtownabbey employer: Fibrus Networks Ltd
Fibrus Limited is an excellent employer, offering a dynamic work environment in Belfast where you can thrive as a Hybrid Customer Support Specialist. With a strong focus on employee development, comprehensive training, and a hybrid working model, we ensure our team members enjoy a balanced work-life experience while benefiting from monthly commission incentives. Join us to be part of a supportive culture that values your contributions and fosters growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Associate in Newtownabbey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fibrus Networks Ltd. 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 Fibrus Networks Ltd 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 Associate in Newtownabbey
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 Fibrus Networks Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Fibrus Networks Ltd 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 Fibrus Networks Ltd!
How to prepare for a job interview at Fibrus Networks Ltd
✨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.
