Customer Service

Job Description

The Role: Customer Service (Full Time/Permanent)

Industry: B2B Telecoms

Salary: Starting at £20,000 per annum (OTE £22,500 pa)

Hours: 39.5 per week excluding meal breaks (Monday – Thursday 8:30am to 5pm and Friday 9am – 5pm)

What You’ll Be Doing

  • Provide remote 1st line support to customers; answering support queries via telephone or email.
  • Troubleshooting and investigating issues as they arise and resolving within the agreed SLAs
  • Maintain a high degree of customer service at all times for all support queries
  • Adhere to all internal processes.
  • Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case is ongoing.
  • Investigate and resolve customer billing and contract queries.
  • Log all calls accurately in the Salesforce system and maintain full documentation allowing others to pick up if necessary.
  • Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately.
  • Escalate more complex service issues to your 2nd line if you are unable to assist
  • Liaise with third parties as necessary to resolve any issues as they arise

What You’ll Need

  • Good standard of education; minimum GCSE (including maths and English) or equivalent.
  • Excellent communication and interpersonal skills including verbal, written and active listening skills.
  • Strong organisational skills.
  • Ability to work on own initiative.
  • Working knowledge in the use of Microsoft Outlook, Word and Excel and excellent IT Skills.
  • Excellent team player skills.
  • One year’s experience working within a similar environment.

What We’ll Give You

  • 28 days annual holidays
  • Career progression opportunities
  • Access to in-house training and development coach

Work remotely: No

COVID-19 precaution(s):

  • Personal protective equipment provided or required
  • Temperature screenings
  • Social distancing guidelines in place
  • Sanitisation, disinfection or cleaning procedures in place

To apply please email