Customer Service Executive

Department: Field ServicesLocation: RemoteCompensation: £27,500 / yearDescriptionCustomer Service Executive Reporting to: Installations ManagerLocation: RemoteHours: Full-time, 40hrs per week - 8hr shifts covering weekends and bank holidaysBase Salary: £27,500 per annumAbout YouFibre:Here at YouFibre the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and strongly believe that our customers should always be viewed as a person first and customer second. We don’t accept anything less than excellent!Key ResponsibilitiesCustomer Management: Provide a warm and friendly greeting to customers over the phone, via email, live chat, or social media, ensuring a positive start to all interactions.Enquiry Handling: Respond promptly and accurately to customer enquiries about products, services, and company policies.Issue Resolution: Efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!Communication: Strive for right first time, but if you can’t, proactively support the customer in reaching a resolution and keep customers updated with relevant and timely information.Documentation: Accurately document customer interactions, feedback, and resolutions in the company’s CRM system for future reference and analysis.Follow-Up: Ensure customer issues are resolved by following up appropriately, proactively preventing customers from needing to inform us of their issues.Technical Support: Troubleshoot simple and occasionally complex technical issues with customers through multiple contact channels.Order to Installation support: Handle the customer experience from point of order to installation, keeping the customer informed on every step of the journey. Assist customers in amending their installation bookings by cancelling and rescheduling as required, advising them of the installation process, and explaining any issues delaying installation in easy-to-understand terms.Installation management: Be the voice of the customer and manage the installation experience between the customer, YouFibre and our network build partners, working closely with our partner’s installation team on a daily basis to deliver scheduled installations. Ensuring quality and customer needs are met at every stage of the process.Billing Support: Assist with billing inquiries, amend invoices, and set up direct debits to ensure smooth invoice payments. Support customers experiencing financial difficulties with compassion and empathy, in line with company policy.Customer Support: Suggest additional products or services that may benefit the customer, enhancing their experience (e.g., Mesh or VoIP calling).Order Processing: Manage order modifications, cancellations, and re-contracts to ensure a seamless customer journey.Sales Support: Provide detailed information about products, services, promotions, and policies to help customers make informed decisions.Admin Support: Complete general admin tasks related to the support provided within the remit of Customer Service.Complaints handling: Be accountable for the customer experience and take responsibility for negative CSATs and complaints, owning the processes where we have not kept our customer promises, acting as an escalation point to ensure any issues are resolved promptly and to a high standard.Continuous Learning: Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.Collaboration: Work with other departments to ensure timely resolution of customer issues while setting customer expectations and adhering to promises made.Skills, Knowledge & ExpertisePrevious experience in Customer ServiceExcellent communication skills, verbal, non-verbal and writtenStrong Problem-Solving Aptitude with a solution focusCan grasp technical support procedures and resolve simple and complex issuesEffective organisation skills for managing multiple tasks and to tight deadlinesKeen attention to detail and a desire to get the job done rightAdaptable to adjust to evolving customer demands and company procedures/system changesJob BenefitsEquity – yes, a real part of the company!25 days holiday plus bank holidaysPension scheme that matches your contribution up to 8%Phone allowanceHealth care cash planCycle to work Employee assistance programmePPE and Uniform providedIT equipment providedDiscounted Gym membershipsRetail offers – discounts from recognisable brandsCompany EventsTravel expenses paidFree YouFibre broadband if you are within our area, plus friends & family discount.Life assurance giving you cover of 4 times your basic salaryColleague referral scheme of £500Continuous development and long-term career prospects Please note that applications will be reviewed as received and should a suitable candidate be identified, we may fill the vacancy early. Therefore, early application is encouraged.Like what you see? Here’s what happens next:Send us your application via our Careers Site or Job Boards.Recruitment screens your application against our essential criteria. Hear back from us within 2-3 days of application submission with an outcome/next step. If you haven’t heard back from us within the above timeframe, please feel free to reach out to us at recruitment@substantial.group