Customer Support Advisor

Wessex Internet; Blandford Forum; Hybrid; GBP 26,000 - 29,000; Full time

Job description

About Wessex Internet

We are a fast-growing, innovative Internet provider, delivering full-fibre broadband across rural areas in the Southwest, including Dorset, Somerset, New Forest, and now expanding our network into Wiltshire. Dedicated to delivering lightning-fast broadband to thousands of countryside homes and businesses, we are different to most Alt Nets in that we design, build, and operate our own network to ensure every connection meets our high standards.

Late last year, we celebrated an exciting milestone in connecting our 10,000th customer to our full-fibre service. This achievement highlights our commitment to exceptional customer service and is reflected in our customer reviews and trust pilot scores.

We’re a growing business built on teamwork, where each contribution is valued and has a part to play in our successes. With a focus on personal and professional growth, we offer endless opportunities to make an impact. As we continue to grow, we are seeking passionate individuals to join our team.

The Role

Wessex Internet prides itself on delivering excellent customer service and understands that our customers after-sales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme, you will be expected to support our customers with a range of queries via email and telephone. Typical queries include billing questions, package amendments, VOIP service sales, and 1st line technical support.

Responsibilities

1. Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve these.
2. Answer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments, or contract terminations.
3. Follow all set processes for customer support, escalating issues to the Team Leader.
4. Ensure all correspondence is documented in Salesforce accurately on the business customer relationship management system, and actions are followed up to ensure customer expectations are achieved, ensuring that the team's SLAs are adhered to throughout the process.
5. Handle overflow calls from other departments, ensuring the best customer journey is kept in mind.
6. Propose and implement changes as appropriate to ensure company targets are hit.
7. Provide basic technical support before escalating to the relevant teams.
8. The role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers.

Requirements

1. You will need to be a confident communicator.
2. The ability to identify opportunities for upselling additional products.
3. Comfortable handling inbound calls.
4. A quick learner with the ability to easily retain information.
5. You are driven by targets and enjoy working hard to achieve them.
6. You work well as part of a team whilst focusing on the task in hand.
7. At least 1 year’s experience within a customer service environment.
8. You can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectives.
9. Provide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needs.
10. You have experience completing customer administration and have competent computer skills.
11. An optimistic and positive approach to your work and any challenges you may face.
12. You see business growth and change as a good thing and can see the new, exciting opportunities it could lead to.
13. Telecoms experience isn’t essential, but is a big advantage.
14. Display excellent customer service skills.

Benefits

1. 25 days on annual leave.
2. The option to buy or sell an additional 5 days holiday.
3. Enhanced Family Pay.
4. Private Medical Insurance.
5. Life Assurance.
6. Income Protection.
7. Cycle to Work Scheme.
8. Tech Scheme.
9. Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team or expand your skills in a new area, we’ll help you reach your potential.
10. Free breakfast - including fruit, snacks, teas & coffees available throughout the day.
11. Regular social events.
12. Free onsite parking.
13. 75% discount to Wessex Internet package.

Find out what it’s really like to work at Wessex Internet from some of our team by visiting our careers page and watch our short video here.

Salary: £26,000 - £29,000 per annum, depending on experience.

Role Type: Full Time/Permanent.

Hours: 40 hours per week (with 1 Saturday a month).

Location: Office based near Blandford Forum, Dorset (will consider hybrid working).

Holiday: 25 days plus bank holidays.