At a Glance
- Tasks: Manage customer communications and support the UKGV Voucher Scheme.
- Company: Join a growing Fibre Broadband company making a real impact in communities.
- Benefits: Generous pension, health plans, 25 days holiday, and flexible working options.
- Other info: Hybrid role with opportunities for growth and development.
- Why this job: Be part of a team that empowers communities with brilliant broadband.
- Qualifications: Customer service experience and strong communication skills required.
This role sits within the Voucher Admin Team, as part of the overall B2C Growth and Loyalty Team, responsible for administrating the UKGV Voucher Scheme. The Voucher scheme generates revenue to offset part of the build costs for Gigaclear’s communities via government subsidy paid after the customer live date. The scheme promotes the Gigaclear brand, drives interest and sales and builds trust within the Gigaclear communities supporting the Growth and Loyalty Team.
Note: this is a hybrid role with 3 days per week based in our Abingdon Head Office. Please only apply if you are comfortable with this work pattern or are relocating to the area (please do mention in CV if that is the case).
Key Accountability & Responsibility
- Customer communication:
- Handle proactive outbound call activity with clear ownership, empathy and communicating the Voucher Scheme accurately to residents and customers.
- Responding to inbound call activity and text messages.
- Respond to cases from customers about the Voucher Scheme.
- Building knowledge about Gigaclear’s processes from build phase to service start.
- Interaction with the BDUK portal:
- Submitting vouchers with accurate information.
- Claiming vouchers in a timely manner after live date.
- Raise queries as clearly as possible to facilitate good communication with the BDUK operations team.
- Download the BDUK report daily to convert the data to be loaded into the Gigaclear CRM system to update voucher activity.
- Quality, compliance and customer outcome:
- Maintain strong quality standards across all areas of the voucher scheme implementation.
- Use accurate notes, outcome codes and reason tracking to support reporting insight.
- Resolve customer objections clearly while protecting compliance, fairness and brand reputation.
- Maintaining tracking of responsibility areas and proactively strive for meeting targets.
- Voucher contribution and insight:
- Contribute to Voucher Scheme performance through strong productivity, clear case ownership and consistent follow-up.
- Support Voucher Field Team activity where required, including call activity and sharing information.
- Support the Voucher Team processes and implementation by clearly updating any processes in collaboration with the rest of the voucher team.
Knowledge & Skills
- Customer-focused advisor with experience in customer service or complex customer conversations.
- Confident discussing the Voucher Scheme, overcoming customer objections and persuading the customer to interact with BDUK for validation and approval of vouchers. Training will be provided.
- Able to balance customer needs, commercial value and compliance in every conversation.
- Comfortable using performance feedback, coaching, and customer insight to improve results.
- Strong working knowledge of Excel.
- Accurate and precise communication skills.
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities
- We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- Generous employer pension; up to 8% matched contribution.
- Income protection & life assurance.
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice.
- Unlimited access to online training and development content via our Learning Management System.
- Long service benefits and monthly employee recognition.
- Enhanced maternity and paternity provisions.
- Flexible working environment.
- Health & Wellbeing initiatives and company funded social events.
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband.
Our Vision - Connected Communities.
Our Values - Own it, Find the Right Way, Work Together, Win Together.
Voucher Team Customer Administrator employer: Gigaclear
Gigaclear is an exceptional employer, offering a dynamic and supportive work environment in Abingdon that prioritises employee growth and well-being. With a strong focus on collaboration, generous benefits including a matched pension scheme, health cash plans, and flexible working arrangements, we empower our staff to thrive while contributing to our mission of connecting communities with reliable broadband. Join us to be part of a team that values hard work, rewards dedication, and fosters a culture of continuous learning and development.
StudySmarter Expert Advice🤫
We think this is how you could land Voucher Team Customer Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gigaclear. 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 Gigaclear 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 Voucher Team Customer Administrator
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 Gigaclear:Your cover letter is your chance to shine! Tell us why you want to work at Gigaclear 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 Gigaclear!
How to prepare for a job interview at Gigaclear
✨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.
