Customer Support Executive

Chess; Alderley Edge; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading independent UK technology service provider, Chess, is seeking a Customer Support Executive to join their team. This role involves delivering exceptional support to small business customers, resolving queries, and retaining clients through effective communication. Candidates should be proactive problem solvers and possess strong analytical skills, along with proficiency in MS Office. The position offers a hybrid working model, competitive salary, and benefits focused on employee wellbeing and development.

Benefits

Private healthcare

Half-Day Fridays

Paid holidays

Holiday buy/sell scheme

Career development programs

Qualifications

• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Experience in the Telecoms industry is desirable.

Responsibilities

• Providing exceptional service to small business customers.
• Handling inbound calls and providing 1st line support.
• Supporting ticket triage on a monthly rota.

Skills

Effective communication

Problem-solving attitude

Strong analytical skills

Tools

MS Office Suite

Job description

Customer Support Executive

We’re looking for an experienced, enthusiastic Customer Support Specialist to join our growing Customer Support team at Chess ICT Ltd.

Reporting to the Customer Support Team Leader, you will embody our core values of customer focus, innovation, and teamwork. You will provide exceptional service to our small business customers, enhance their journey, and ensure timely resolution of their queries while achieving monthly KPI targets.

Responsibilities include:

• Providing exceptional service to small business customers on Chess and the TTNC platform.
• Improving the customer journey and making Chess and TTNC a great place to be a customer.
• Retaining customers through contract renewals and reactive retentions.
• Handling inbound calls and providing 1st line support via calls/tickets.
• Carrying out troubleshooting activities and resolving customer queries.
• Proactively chasing cash payments from unmanaged customers, including collection of termination fees.
• Handling Direct Debit rejections, ensuring timely resolution and reactivation.
• Managing cease and reconnection processes and sending accounts to Flint Bishop.
• Supporting other functions in the service area as required.
• Achieving monthly KPI targets.
• Upskilling through our Learn 2 Earn scheme.
• Owning customer accounts in escalation or complaint status.
• Collaborating with carriers, customers, and internal teams for quick resolution.
• Managing customer contact via social media channels.
• Supporting ticket triage on a monthly rota.
• Identifying up-selling opportunities across Chess products and services.

The Candidate:

• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Effective communication skills with team members and senior management.
• Proficient in MS Office Suite.
• Strong analytical skills.
• Problem-solving attitude with a focus on resolution.
• Excellent computer literacy skills.
• Experience in Telecoms industry (desirable).
• Familiarity with DMAIC methodologies (desirable).

Why join Chess?

Chess is a leading independent UK technology service provider supporting over 21,000 businesses with over 360 employees. We value diversity, equality, and inclusion, fostering a collaborative culture. Recognized as one of the best places to work, we offer growth opportunities, rewards, and development programs.

Our philosophy: “If you’re not growing, we’re not growing”.

Salary: Up to £28,000 depending on experience.

Benefits include:

• Health & Wellbeing support including private healthcare, eye tests, flu jabs, and mental health resources.
• Wellbeing Day after 1 year, Half-Day Fridays, hybrid working allowance, paid holidays, and holiday buy/sell scheme.
• Perkbox discounts, Loyalty Points, charity donations, and recognition programs.
• Career development via Learn 2 Earn, team events, and a collaborative culture.

Hours: 37.5 hours per week, Monday to Friday. Flexible and part-time options available.

Location: Hybrid working model.

Interested?

Send your CV and cover letter to: [e-mail].

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