Customer Support Executive

Chess; Manchester; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Join a leading technology service provider in the UK as a Customer Support Associate. You'll enhance customer journeys and resolve queries while achieving KPI targets. Chess values teamwork, innovation, and exceptional service, offering a dynamic work environment with opportunities for growth. Enjoy benefits like hybrid working support, enhanced pay, and a loyalty scheme. If you're ready for exciting challenges, apply now!

Benefits

Enhanced Pay (Maternity, Paternity, Adoption Leave)

Access to Perkbox

Hybrid working support

Loyalty point scheme

Access to Future Fit benefits

20 days paid holiday

Buy & sell Holiday scheme

Half Day Fridays

Wellbeing Day

Matched charity donation

Qualifications

• Ability to work under pressure and meet deadlines.
• Effective communication skills with team members and senior management.

Responsibilities

• Providing exceptional service to small business customers.
• Achieving monthly KPI targets.
• Handling customer queries and troubleshooting.

Skills

Communication

Analytical Skills

Problem Solving

Education

Experience in the Telecoms Industry

Tools

MS Office

Job description

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This salary range is provided by Chess. Your actual pay will depend on your skills and experience — please talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Chess

Reporting into 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.

“A great place to work, a great place to be a customer”

Responsibilities, not limited to:

• Providing exceptional service to our small business customers on both Chess and the TTNC platform
• Constantly focusing on improving the customer journey, making Chess and TTNC ‘a great place to be a customer’
• Retaining customers through contract renewals and reactive retentions
• Taking inbound calls from customers and providing 1st line support on calls/tickets
• Carrying out troubleshooting activities and providing resolutions to customer queries
• Proactively chasing cash payments from unmanaged customers, including the collection of setups
• Handling Direct Debit rejections, ensuring timely resolution and reactivation of Direct Debit set-ups
• Initiating the TOS to cease process, including managing the cease and reconnection process, and sending accounts to Flint Bishop
• Supporting other functions in the service area as required
• Achieving monthly KPI targets
• Owning customer accounts in escalation or complaint status
• Working with carriers, customers, and internal teams for swift resolution
• Managing customer contact through 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
• Strong analytical skills
• Problem-solving mindset with a can-do attitude
• Proficient computer and literacy skills
• Experience in the Telecoms Industry (desirable)
• Familiarity with DMAIC methodologies or similar
• Competent in MS Office applications including Word, Excel, PowerPoint, Visio, Project, and Outlook

Chess is one of the UK's leading independent and trusted technology service providers, employing over 360 skilled people across the UK, supporting over 21,000 UK businesses.

Diversity, equality, and inclusion are central to our culture. We are passionate about our One Team spirit.

We are proud to have been voted No.1 in 'The 100 Best Companies to Work for' list in 2018, and we have maintained a position in the top 100 for over fourteen years.

Our growth offers opportunities for career progression, skill development, and recognition. We believe that “if you’re not growing, we’re not growing”.

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

Benefits include:

• Enhanced Pay (Maternity, Paternity, Adoption Leave, Shared Parental Leave)
• Access to Perkbox, offering discounts on days out, shopping, and more
• Hybrid working support, including a home desk and chair allowance
• Loyalty point scheme to enhance benefits annually
• Access to our Future Fit benefits (mental, physical, financial support)
• 20 days paid holiday, increasing to 24 days plus public holidays
• Buy & sell Holiday scheme (up to 5 holidays, twice a year)
• Additional holidays: Half Day Fridays and a Wellbeing Day
• £100 per year matched charity donation and payroll giving options

Hours: A standard week is 37.5 hours, Monday to Friday. Flexible working options available, including full-time and part-time roles. Ad-hoc travel to offices may be required.

Is Chess the right place for you?

If you seek a career with exciting challenges and growth opportunities, Chess could be your next employer.

Please send your CV and cover letter to: [e-mail]

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Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service, Sales, and General Business

Industries

• Telecommunications, Information Technology & Services, and IT Consulting