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Customer Support Executive

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.
• Focusing on improving the customer journey to make 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 on 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, including sending accounts to Flint Bishop.
• Supporting other functions 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 rotation basis.
• Identifying up-selling opportunities across Chess products and services.

The Candidate:

• Can work under pressure and meet deadlines.
• Works well independently and in a team.
• Communicates effectively with team members and senior management.
• Possesses strong analytical skills.
• Has a positive, problem-solving attitude.
• Displays excellent computer literacy.
• Experience in Telecoms industry is desirable.
• Familiarity with DMAIC methodologies or similar is desirable.
• Proficient in MS Office suite.

Why join Chess?

Chess is a leading independent UK technology service provider supporting over 21,000 businesses. We value diversity, equality, and inclusion, fostering a collaborative culture. Recognized as one of the top 100 companies to work for, we offer growth opportunities, career development, and rewards to our employees.

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

Salary: Up to £28,000 depending on experience

Benefits include:

• Health care support, including eye tests, flu jabs, onsite health screens.
• Enhanced leave benefits (Maternity, Paternity, Adoption, Shared Parental Leave).
• Access to Perkbox platform for discounts and perks.
• Hybrid working support, including home office allowances.
• Loyalty points scheme.
• Access to Future Fit benefits (mental, physical, financial support).
• Paid holidays starting at 20 days, increasing with service, plus public holidays.
• Holiday buy & sell scheme.
• Additional days off: Half Day Fridays and Wellbeing Day.
• Charity donation matching and payroll giving.

Hours: 37.5 hours/week, Monday to Friday, with flexible options available.

Location: Hybrid working model, with options for remote and office work, occasional travel may be required.

Interested?

Send your CV and cover letter to: careers@chessict.co.uk

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