Highland Broadband are Hiring

DYWICH; Inverness; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

DYWICH in Inverness is seeking a proactive Customer Service Representative to join their team. The role focuses on responding to customer inquiries via phone, email, and web chat, ensuring a smooth onboarding process for new customers. Ideal candidates should have strong customer service skills, a passion for positive experiences, and flexibility to work some early evening shifts. This is a full-time position crucial for enhancing customer satisfaction during the installation process.

Qualifications

• A customer-first mindset and a passion for creating positive experiences.
• Previous experience in a customer-facing role (retail, hospitality, office-based, or similar).
• Strong teamwork skills and flexibility to work required shifts.

Responsibilities

• Responding to enquiries from potential customers via phone, email, or web chat.
• Keeping customers updated throughout their onboarding process.
• Managing your customer pipeline in line with performance targets.

Skills

Customer service skills

Teamwork

Communication

Job description

Are you a natural communicator who loves helping people?

We’re looking for a friendly, proactive individual with excellent customer service skills to join our customer service team. In this role, you’ll play a key part in each customer’s journey — from their first questions about who we are, to helping them get set up with full fibre and supporting them through installation.

Reporting to the Customer Service Team Leader, you’ll handle customer queries across phone, email, and web chat, ensuring every customer receives a simple, smooth and positive experience. As we aim to be available when our customers need us, your working pattern will include some early evening shifts (to be discussed) shared across the wider team.

What you’ll be doing

• Responding to enquiries from potential customers via phone, email, or web chat — understanding their needs and recommending the best products.
• Keeping customers fully updated throughout their onboarding process, including scheduling installations and creating accurate customer accounts.
• Managing your customer pipeline in line with performance targets while delivering an exceptional service experience.
• Providing tailored support to customers who need extra guidance until their fibre service is successfully up and running.
• Working closely with teams such as Finance and Field Engineering to ensure a seamless onboarding journey.
• Assisting with responses to customer interactions across our social media channels.

What you’ll need

• A customer-first mindset and a passion for creating positive experiences.
• Previous experience in a customer-facing role (retail, hospitality, office-based, or similar).
• Strong teamwork skills — you’ll be part of a small, supportive team working towards shared goals.
• Flexibility to work a full-time shift which includes some early evening finishes (5pm) and with occasional Saturdays 9–12.