Senior Broadband Customer Service Advisor

We are looking for a dedicated, driven and passionate Team Leader to help us develop our customer service processes and oversee our customer service team.

A 'right-first-time' approach will help you with resolving various queries, ranging from ensuring new customers have a smooth transition from their previous provider to resolving any billing queries.

The role:

• Your role will be to provide our customers with a first-class, friendly and professional service.


• Managing new Customer Orders.


• Assisting customers with first-stage support and following through to a complete solution.


• Handling both service queries and complaints ensuring a prompt resolution, providing clear explanations and solutions.


• Handling customer issues such as router problems and Wi-Fi coverage.


• Training new staff members.


• Dealing with Billing enquiries.


• Organising customer installations.


• Liaising the support team at our partners to help with customer queries.
  
  Natural leader, who leads by example and can develop others.


• Initiative to manage and prioritise the team's workload to meet targets.


• Outstanding interpersonal and problem-solving skills.


• Excellent interpersonal skills, and ability to build rapport.


• Ability to multitask and work under pressure.


• Outstanding telephone presence and professional manner., Excellent communication skills both verbal and written, enabling you to build a strong rapport with customers.


• You will need to have a general awareness of the internet and feel comfortable discussing broadband-related problems.


• Be confident managing your own workload calmly and professionally. Whilst having the ability to confidently delegate and manage a team of customer service agents.


• Be a fast learner, PC-literate and able to demonstrate excellent attention to detail.


• The ability to follow processes and instructions accurately.


• Self-motivated with a "going the extra mile" mentality.


Although, primarily a senior customer service role, previous experience working as a Broadband Customer Service Advisor is advantageous but not essential as all product information will be provided during the initial training period.,
• Team Leader: 1 year (preferred)


• Customer service: 1 year (preferred)
  
  £25,000 a year - Permanent, Full-time, Working hours; 35.5 hours per week across Mon-Sat, working 5 out of 6 days


Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:

• Additional leave


• Company events


• Company pension


• Referral programme


Schedule:

• Day shift