Customer Service Advisor

Persimmon Homes; Gloucester; Hybrid; GBP 23,000; Full time

Job summary

An exciting opportunity awaits you as a Customer Service Advisor with a leading provider of ultra-fast broadband services. In this dynamic role, you will be the first point of contact for customers, addressing a variety of inquiries related to accounts, products, and technical issues. Your ability to communicate effectively across multiple channels will be key to enhancing customer satisfaction. Join a supportive team that values your contributions, fosters professional growth, and offers a competitive salary and benefits package. If you are self-motivated and thrive in a fast-paced environment, this role could be your next career milestone.

Benefits

Contributory Pension

Life Cover

Annual Bonus

Employee Benefits Platform

Qualifications

• Understanding of CRM systems and effective communication skills.
• Ability to engage with customers and resolve issues promptly.

Responsibilities

• Respond to customer queries and provide timely solutions.
• Update internal CRM system with account changes.

Skills

CRM Systems

MS Office

Interpersonal Communication

Problem Solving

Organizational Skills

Tools

SharePoint

MS Teams

Slack

Job description

Job Title: Customer Service Advisor

Location: Gloucester, GL4

We're searching for talented individuals like you! This could be the opportunity to begin building your new possible with us.

FibreNest is the provider of ultra-fast, full fibre broadband, delivering 100% totally unlimited full-fibre optic internet to customers in new properties for Persimmon Homes and Charles Church.

We have a very positive approach to the way we operate at FibreNest, from our Network Operating Team in the background, our customer facing Field Engineers and backed up by our Excellent Customer Service Team.

What is the role?

This is an exciting opportunity for a Customer Support Advisor to join the FibreNest Team at their Cheltenham office. This role reports to the Customer Support Team Manager.

The Customer Support Advisor is responsible for providing general customer support in a professional and timely manner. This relates to a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.

This is a shift-based position, alternating between an early shift (08:00-16:00) and a late shift (12:00-20:00) with a weekend shift every other weekend (includes hybrid working)

Primary Responsibilities

• Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
• Keeping customers updated at timely intervals where follow-ups are required or making service engineer appointments.
• Communicating with customers via a variety of channels, including phone, email, online chat and via written letter in an appropriate, professional manner.
• Liaising with relevant departments - internal/external.
• Update internal CRM system with account changes and notes.
• Basic triaging of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service engineer appointments.
• Assisting customers with account queries and ensuring payments are met or plans monitored. Escalation to Arrears team if required.
• Assisting potential customers to understand products and packages offered by FibreNest and promoting the brand.
• Continual improvement of customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.
• Contribute effectively towards maintaining team cohesion and morale.
• Communicating with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
• Work closely with colleagues to ensure appropriate resources are engaged to ensure customer requirements are achieved.
• Continually develop professionally in all aspects of the role.
• Use approved systems continually to log all work-related activity and only work on approved tasks.
• Suggest up-sell/cross-sell products to customer where relevant and where it may add value to the customer's experience.
  
  

What experience do I need?

• Understanding fundamentals of CRM systems and MS Office. SharePoint, MS Teams/Slack/equivalent would be advantageous.
• Effective interpersonal communication skills using a range of media and devices.
• Ability to effectively engage with customers and to own the appropriate resolution of issue(s).
• Positive, self-motivated, and able to respond effectively to working in a fast paced and dynamic environment.
• Highly organised self-starter.
• Demonstrable to prioritise workload and problem solve.
  
  

Salary & Benefits Package

• Salary - £23k
• Contributory Pension
• Life Cover
• Annual Bonus
• Employee Benefits Platform
  
  

Persimmon is an equal opportunities employer, committed to creating a diverse, inclusive workforce. We aim to eliminate discrimination and ensure every employee feels valued, respected, and empowered to do their best work.

We strive to build a workforce that reflects the diversity of society and provides equal opportunities for everyone, regardless of their background.

No Agencies, Please - Persimmon does not accept speculative CVs or applications from third-party agencies.

Before submitting your application, please take a moment to review our privacy policy, which is available on our corporate website, which will detail how we will process your personal data.

If you have any questions about the job or application process please contact us at