About toob We’re toob, a multi-award-winning full-fibre broadband provider on a mission to transform England’s internet experience. Founded in 2017 by a team of well-versed Directors from some of the world’s biggest telecommunications brands, it’s our goal to provide affordable access to fast & reliable full-fibre broadband so every household and business can thrive in this digital age. With recent investment of £300 million, we’re looking to grow our teams across our rapidly expanding network. About the role: As a key member of our Customer Relations Team, you’ll handle customer enquiries, take ownership of complaints, and be an ambassador for our brand. Your mission? To provide a seamless, professional experience, ensuring all customer queries and issues are resolved in a timely and friendly manner. From handling questions to navigating complex issues, you’ll play a vital role in delivering the exceptional service our customers expect from an award-winning provider. As a customer relations advisor your key responsibilities will be: Take ownership of customer complaints and dissatisfaction with a calm and methodical approach. Manage assigned complaints daily, working with external and internal stakeholders until fully resolved with the customer. Engage effectively with our customers, providing support to maximise opportunities for fault and dissatisfaction resolution at first point of contact. Effectively handle customer contact across telephone, social media and email contact channels. Explain complex information clearly and simply using excellent communication and listening skills. Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled. Promote and represent our brand in a positive and professional manner Display strong customer service skills to identify and understand the customer’s requirements, while building rapport and showing empathy. What you'll bring to toob: Experience within a customer service and complaint handling role is essential. Self-motivated, resilient, and driven to meet and exceed performance targets. Calm under pressure. Ability to confidently problem solve and multi-task. A friendly, pleasant telephone manner. Personable and confident. Adaptable in a fast-paced environment. toob benefits: Annual Leave – 25 days Annual Bonus Group Pension Group Critical Illness Group Life Assurance Private Medical Scheme A positive, collaborative, and supportive work environment Progression & Development Opportunities Working at toob: Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun. toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply. Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application. voted 'Best Urban Fibre Provider' at the UK Fibre Awards 2023, 'SME of the Year' at the Central South Business Awards 2023 and 'Best Value Provider' at the Broadband Genie awards 2024.