Customer Service Representative in Keele

Main Responsibilities

• Act as the first point of contact for customers, responding to enquiries via phone, email, chat, social media and the ticketing platform.
• Provide clear, accurate information on products, services, billing and technical support.
• Manage customer orders, upgrades, cancellations and account modifications.
• Maintain accurate, detailed records of all customer interactions in the CRM system.
• Investigate and resolve customer issues, coordinating with internal teams where needed.
• Escalate complex or unresolved issues to senior colleagues when appropriate.
• Follow up with customers to confirm resolution and ensure satisfaction.
• Meet or exceed performance metrics including call handling time, customer satisfaction, and first‑time resolution.
• Contribute to continuous improvement of customer service processes and overall customer experience.
• Stay up to date with current products, promotions, policies and service changes.

Personal Attributes

• Strong customer‑focused attitude.
• Patience, empathy and professionalism when dealing with challenging situations.
• Positive approach to problem‑solving and conflict resolution.
• Adaptable and able to manage changing customer needs and technologies.
• Team‑oriented, collaborative and motivated to achieve high service standards.

Essential Skills and Experience

• Proven experience in a customer service role within the utilities sector (preferably telecoms).
• Excellent verbal and written communication skills.
• Strong problem‑solving ability with a proactive approach to issue resolution.
• Technical understanding of FTTx products, ISP fibre broadband, router connectivity issues, switches and IP addressing.
• Ability to use CRM systems and maintain accurate records.
• Flexibility to meet contact centre operating hours.

Desirable

• Experience working in telecoms, particularly fibre‑based services.
• Previous customer service or contact centre training.
• Experience in a service support environment.
• Familiarity with service desk/ticketing platforms.
• Sales or upselling skills.
• Proficiency with CRM systems and digital communication tools.

Qualifications

• Customer Service experience
• Customer Service NVQ Level 3.

Benefits and Company Culture

• We value that you get more time with your family and friends.
• We also offer an extra day for your birthday!
• We value work‑life balance highly, therefore we have flexible working hours.
• Twice a year we celebrate our successes as a team.
• Corporate culture is essential to allow the organization to differentiate itself.