Customer Service Advisor

Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. This problem isn’t exclusive to the military; students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities also face similar challenges. Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms. We take the complexity out of connectivity.

We are looking for a call centre agent to join our Customer Service Team. In this role, you will be delivering great customer service through phone calls, email, and live chat. The team’s deliverables are to resolve issues and provide excellent customer-focused service in a timely and professional manner. As Wifinity’s first point of contact for our customers, you will ensure that every query is answered to the highest standard. You will learn all about our business and what we do to efficiently resolve our customers' issues. You will take ownership of your cases and work together as a team towards increasing our first contact resolution response.

Key areas of focus include:

• Handling a high number of incoming & outgoing calls, emails, and chats
• Listening carefully and reflecting your understanding of the customers' issues
• Demonstrating empathy to customers' complaints
• Taking ownership of keeping the customer informed through to resolution of the reported issue
• Using process-driven troubleshooting techniques and technical expertise to resolve customer issues
• Evaluating and working to resolve complex technical faults
• Managing workflows from initiation through to resolution
• Escalating issues where a solution cannot be achieved within your remit
• Reporting to and liaising with team members and line managers
• Evaluating and reporting any recurring quality issues
• Highlighting training needs where necessary
• Reporting patterns and trends observed of recurring customer queries

You will be an organised and service-minded professional who thrives in problem-solving oriented environments. You value clear communication and are a self-starter with the desire to perform to a high standard. You are a team player with excellent interpersonal skills. You are also:

• Results and solutions orientated
• A strong team player, who is also able to work with minimal supervision
• Excellent with communication and interpersonal skills, with the ability to build strong relationships with adjusters and colleagues at all levels quickly and efficiently
• Well organised

Your experience should include:

• Working in a contact centre environment
• Excellent communication skills – written and verbal
• Ability to use and navigate around basic tools such as ticketing, CRM, billing, webchat
• Working in a fast-paced environment
• Experience in the telecommunications industry would be beneficial, but not essential

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote-first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work/life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity, we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics identified by law (including sexual harassment). We are committed to treating candidates and employees with courtesy, dignity, and respect.