Customer Care Agent

Wildanet Ltd; Liskeard; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

A leading broadband provider in the UK is seeking a Customer Care Agent to ensure excellent customer experience for residential and business customers. The role involves managing customer inquiries, appointments, and identifying improvement opportunities, with a salary range of £24,578 - £25,500 per annum. This is a full-time position with hybrid working available.

Benefits

Company Pension

Eyecare Vouchers

Flexible Working

Bespoke Training & Development Plan

Spontaneous Awards

Enhanced Sick and Family leave

Flu Jabs

Employee Share Options

Death in Service Benefit

Paid leave for charity support

Complimentary tea and coffee

Attractive holiday package

Free Broadband after probation

Access to discounts through Wildanet Rewards

Qualifications

• 3+ years in a customer service position in a dynamic environment.
• Excellent communication skills and customer-centric approach.

Responsibilities

• Deliver best-in-class customer experience.
• Proactively identify improvements to customer experience.
• Manage installation appointments effectively.

Skills

Proficiency in Microsoft and business tools

Self-motivated and proactive

Strong customer service experience

Attention to detail

Ability to work under pressure

Creative thinking

High level of resilience

Education

General level qualification (numeracy and literacy)

Job description

Job Title: Customer Care Agent

Role Purpose: As a Customer Care Agent and a key member of the customer care function, you will play a key role in ensuring that Wildanet offers an excellent customer experience that anticipates and addresses the customer's need and eliminates the need to contact Wildanet for help and support.

Responsibilities

• The Customer Care Agent is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation. Wildanet Customer Care Agents provide polite, professional, and empathetic customer experiences to those who make any type of enquiry.
• Understand, respond to and address the needs of customers contacting Wildanet and provide appropriate solutions to the customer's needs within empowerment levels, using initiative and with empathy.
• Manage new and rearrange existing installation appointments effectively and efficiently to provide an excellent customer experience, balancing the preferences of the customer with the operational needs of the business.
• Proactively identify improvements to the customer's specific issue as well as to the overall customer experience.
• Maintain accurate records and data across Wildanet's systems.
• Facilitate customer feedback and reviews to support and improve Wildanet's reputation.
• Undertake tasks effectively and efficiently, meeting Wildanet's targets for productivity, service level and the 'cost to serve' each customer.
• Customer Care Agents should have a good understanding of all Wildanet product & services, as well as strong communication skills, to provide personalised solutions. Understand Devon and Cornwall market landscape and opportunities for the business to grow and succeed.
• Understand of the challenges being faced and comes with a good plan to tactical them.
• In-depth knowledge of the business's products & propositions as well as standard strategic, analytical, and marketing concepts.

Skills & Attributes

• High proficiency in Microsoft and other relevant business tools & systems, to generate insight, reports and presentations for team members, peers and senior management.
• Self-motivated, ambitious, proactive and possessing a strong entrepreneurial spirit, adaptable to business growth fluctuations and able to work independently.
• Thrives in a fast-paced environment and work well under time pressure.
• Excellent attention to detail and the ability to multi-task.
• Customer centric with a strong customer service experience & be passionate about the customer experience, with a desire to exceed all customer service targets.
• High level of resilience.
• Ability to think creatively.

Experience

• 3+ years of working experience in a customer service position within a fast-paced and dynamic business environment, preferably working in a customer service role.
• General level qualification, to include numeracy and literacy.

Salary: £24,578 - £25,500 per annum.

Equality & Inclusion

Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.

Benefits

• Company Pension / Employee Assistance Programme for you and your family
• Eyecare Vouchers
• Flexible Working
• Bespoke Training & Development Plan
• Spontaneous Awards
• Enhanced Sick, Family leave and Statutory Leave
• Flu Jabs
• Employee Share Options
• Death in Service Benefit
• Paid leave for charity support
• Complimentary tea and coffee in the office
• Attractive holiday package
• Free Broadband (after probation has been passed)
• Access to generous discounts hub Wildanet Rewards & Recognition Hub

Location

Liskeard Office, hybrid working will be available (minimum of 3 days in the office).

Job Status

Full time – closing soon.