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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