At a Glance
- Tasks: Help customers with their fibre broadband journey via phone, email, and web chat.
- Company: Join a dynamic team at HBNL, bridging the digital divide in rural Scotland.
- Benefits: Flexible shifts, supportive environment, and the chance to make a real impact.
- Other info: Opportunity for growth in a rapidly expanding company.
- Why this job: Be part of a mission-driven company that values customer experience and teamwork.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 18900 - 23100 £ per year.
Are you a natural communicator who loves helping people?
We’re looking for a friendly, proactive individual with excellent customer service skills to join our customer service team.
In this role, you’ll play a key part in each customer’s journey — from their first questions about who we are, to helping them get set up with full fibre and supporting them through installation.
Reporting to the Customer Operations Team Leader, you’ll handle customer queries across phone, email, and web chat, ensuring every customer receives a simple, smooth and positive experience.
As we aim to be available when our customers need us, your working pattern will include some early evening shifts (to be discussed) shared across the wider team.
- What You’ll Be Doing
- Responding to enquiries from potential customers via phone, email, or web chat — understanding their needs and recommending the best products.
- Keeping customers fully updated throughout their onboarding process, including scheduling installations and creating accurate customer accounts.
- Managing your customer pipeline in line with performance targets while delivering an exceptional service experience.
- Providing tailored support to customers who need extra guidance until their fibre service is successfully up and running.
- Working closely with teams such as Finance and Field Engineering to ensure a seamless onboarding journey.
- Assisting with responses to customer interactions across our social media channels.
- What You’ll Need
- A customer-first mindset and a passion for creating positive experiences.
- Previous experience in a customer-facing role (retail, hospitality, office-based, or similar).
- Strong teamwork skills — you’ll be part of a small, supportive team working towards shared goals.
- Flexibility to work a full-time shift which includes some early evening finishes (8pm) and with occasional Saturdays 9–5.
At HBNL, our mission is to bridge the digital divide by providing future-proofed, ultra-fast fibre broadband to underserved, rural communities across Scotland.
We put people at the heart of everything we do, providing a dynamic, supportive environment where customer centricity is championed.
That’s why our customers love our product, rating us Excellent on Trustpilot.
We’ve undertaken significant growth, but we’ve got big plans to do more. Join us to help shape the future of rural broadband in Scotland.
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Customer Operations Executive Inverness Commercial employer: Highland Broadband
At Highland Broadband, we pride ourselves on being an excellent employer by fostering a dynamic and supportive work culture that prioritises customer centricity. As a Community Social Media Specialist in Inverness, you will have the opportunity to engage with local communities, create compelling content, and contribute to meaningful projects that bridge the digital divide in rural Scotland. With competitive salaries, generous holiday allowances, and a commitment to employee growth, we are dedicated to helping you thrive in your career while making a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Executive Inverness Commercial
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Highland Broadband. 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 Highland Broadband 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 Operations Executive Inverness Commercial
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 Highland Broadband:Your cover letter is your chance to shine! Tell us why you want to work at Highland Broadband 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 Highland Broadband!
How to prepare for a job interview at Highland Broadband
✨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.
