Customer Service Advisor

Airband; Droitwich Spa; Hybrid; GBP 26,000; Full time

Job summary

An established industry player is seeking a Customer Service Advisor to enhance customer satisfaction and support. This role involves responding to queries via various channels, ensuring a high standard of service while troubleshooting issues. Join a forward-thinking company that values empathy and communication, contributing to a mission of connecting rural communities with high-speed broadband. Enjoy a hybrid working environment, generous leave, and a range of benefits designed to support your well-being and professional growth.

Benefits

25 days of paid leave

5% pension contribution

Customer referral bonus

Free Broadband

20% off EE plans

Cycle to work scheme

Healthcare and medical insurance

Employee discount platform

Refer a friend reward scheme

Qualifications

• Minimum 6 months of customer service experience required.
• Ability to problem solve and deliver empathetic service.

Responsibilities

• Troubleshooting and investigating customer complaints.
• Responding to telephone and social media messages.
• Ensuring a high level of customer service is delivered.

Skills

Customer Service Excellence

Communication Skills

Problem Solving

Empathy

Job description

Job Title: Customer Service Advisor

Location: Midlands

Job type: Full-Time (37.5 hours per week)

Salary: £25,498

About the opportunity

The position will be responsible for providing a pivotal point of contact for Airband customers, a varied role that will involve responding to queries via email, phone, and social media, all backed up with detailed administration streams. You will Provide excellent customer service whilst assisting in varied technical fact-finding conversations.

As Customer Service Advisor you will have a confident telephone manner, be able to communicate with a variety of Customers and queries. Be a quick thinker and have a great understanding of customer service excellence. You will be comfortable with life cycle of our customers queries and be on hand to offer rapid solutions.

More about Airband

Airband is an internet service provider bringing highspeed broadband to rural communities across the regions that we operate. Having built the network our strategic focus is to increase our customer connections and we are looking for talented individuals to join us at this crucial time in our journey.

What will the role look like?

• Troubleshooting and investigating customer complaints.

• Responding to telephone and social media messages

• Ensuring a high level of customer service is delivered at all times.

• Answering calls within agreed SLAs

• You will undertake administrative tasks within the office, process cancellations, and support the retentions team.

• Represent the face of Airband, always providing a pleasant customer manner and contributing to the achievement of Airband's goals and targets.

What we need from you?

We are looking for someone who is confident in their communication, has excellent people skills, and can put themselves in the customer's shoes and deliver an empathetic service.

Minimum 6 months of customer service / contact centre experience

Be willing to learn within the role,

Ability to problem solve.

Clear understanding of Customer Service excellence

Desirable:

Experience in Telecoms, ISP, Utilities is advantageous but not crucial as training will be given,

A background in sales in alignment with deadlines and measurable results.

The Package?

• 25 days of paid leave a year rising to 30 plus bank holidays with service.

• 5% Airband pension plus a minimum 3% employee contribution.

• Customer referral bonus - a thank you for every customer you send our way.

• We offer hybrid working – a mix of working from home and in the office.

• Free Broadband - If you are in our coverage, you can benefit from free broadband with us!

• 20% off your monthly line rental on EE’s phone, tablet, SIM only or mobile broadband plans.

• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)

• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!

• Refer a friend reward scheme – a selection of great rewards to choose from!

Pre-employment checks

Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving license may be required for positions that require you to be out in the field as part of the role.

Agencies Please Note: Airband are not looking to engage in Recruitment support for this position.