Broadband Adviser

First Utility
£20,000 per annum
30 Sep 2017
03 Nov 2017
Contract Type
Full Time
Job Title: Broadband Adviser Location: Coventry - Westwood Business Park - CV4 8HZSalary: £20,000Contract Type: Permanent, Full TimeHours of Work: Shifts are between the hours of 08:00 - 20:15 Mon - Fri and 09:00 - 17:00 Sat, you’ll be contracted to 37.5 hours per week.
We are looking for 5 enthusiastic Broadband Advisers to join our fast-paced, lively and professional Broadband Team. We need Broadband Advisers who are confident promoting our products, fixing technical faults and also managing customer complaints on behalf of our new and existing customers.
Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first time’ approach will help you to resolve various queries, ranging from ensuring new customers have a smooth transition from their previous provider to First Utility Broadband, to assisting them with any issues relating to their accounts, such as billing and connection issues. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge.
The role day to day
  • Demonstrating excellent customer service skills through inbound and outbound service calls
  • Handling both service queries and complaints ensuring a swift resolution providing clear
  • explanations and solutions
  • Ensuring all customer commitments have been met or followed up with smooth contact between our internal departments
  • Dealing with Technical queries, fixing and ensuring ongoing technical support for customers
  • Proactive technical work in order to improve the customer experience and journey
  • Supporting other business areas (energy) with queries as any when required.
  • Able to amend Customer tariffs and understand the compliance implications and requirements.
What you will need to make the most of the role
  • Excellent communication skills – both verbal and written – enabling you to build strong rapport with our customers
  • Ability to employ appropriate listening and questioning techniques to identify our customers’ needs and handle customer queries with speed and efficiency
  • Technical mind set in order to learn and apply fixes to accounts improving the customer’s experience
  • Demonstrated experience excelling in a customer service position, either telephone-based or face to face
  • Proactive and initiative attitude towards your customers
  • Confidence to manage own workload and any issues professionally and calmly
  • Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs
  • Be a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)
  • Highly organised
  • Confident with New technology

What you’ll get in return...
  • A 5.5 week fully paid training course to make sure you're ready for your new role.
  • 25 days holiday plus 8 statutory bank holidays on top - Yes we don’t open on bank holidays or Sunday’s
  • Career Development - with your very own personalised personal development plan to help you progress within our successful business.
  • Bupa- Private Healthcare offered
  • Pension contribution and team quarterly budget, so you and your colleagues can treat yourselves.
  • Inspire and Aspire - an apprenticeship accreditation scheme to aid you to further your progression and development within the Customer Service profession.
  • Regular ad-hoc incentives, such as love to shop vouchers, plasma screen TV’s, cinema and restaurant vouchers and more.
  • Casual Dress - No need for a suit and tie, as it a smart casual dress code
  • Parking - There is parking available onsite or at our satellite car park for all employees
  • Den - a large comfy seating area with sofas, T.V, Football Table, Playstation/Xbox and fully function changing rooms including shower facilities.

Please note this is a full-time position.

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