Are you passionate about delivering top-notch customer service and solving problems? Do you thrive in a dynamic, fast-paced environment? At toob, we’re looking for a dedicated Customer Relations Complaints Advisor to be the first point of contact for our customers across social media and email, ensuring every interaction is resolved efficiently and leaves our customers smiling. toob is redefining broadband for the South of England, offering affordable full-fibre connectivity to homes and businesses. We’re proud to be an award-winning provider – including Best Urban Fibre Provider 2023 and Best Value Provider 2024. Our team, with years of expertise in telecoms, is united in delivering digital innovation and exceptional service. 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. What You’ll Do: Own Customer Complaints: Handle and resolve complaints with empathy, professionalism, and a calm, methodical approach, ensuring a positive outcome Provide Clear Communication : Use your highly effective communication and listening skills understand customer issues and be able to explain complex information simply and effectively, supporting customers over the phone, social media, and email Promote First-Contact Resolution: Engage effectively with customers to maximise the chances of resolving issues on first contact, with accurate, concise updates to our internal systems to ensure agreed actions are fulfilled Represent Our Brand: Promote toob in a positive and professional manner, enhancing our brand’s reputation in every interaction. Contribute to Continuous Improvement: Highlight opportunities for improving our processes and customer service, collating, and presenting structured information to the management team. What You’ll Bring to the role: Experience: Previous experience in customer complaint handling is essential, ideally across phone, social media, and digital channels Excellent Communication Skills: You'll possess fantastic written and verbal skills, with an adaptable style for different platforms and customer types Customer-Centric Attitude: You’re passionate about delivering excellent service in every interaction and have a friendly, confident approach with all types of customers Problem-Solving Ability: Methodical, logical, and detail-oriented, you thrive on multitasking and finding solutions Resilience & Drive: Self-motivated, proactive, and goal-oriented – you enjoy rising to the challenge and exceeding performance targets Team Spirit: You’re a supportive team player who enjoys interacting with others You will also live within a commutable distance to our Portsmouth HQ, as this is a 40hr a week full-time, office-based role with shifts including evenings and weekends and have the right to work in the UK without restriction. toob Benefits: A positive, collaborative, and supportive work environment Annual Leave – 25 days Annual Bonus Group Pension Group Critical Illness Group Life Assurance Private Medical Scheme Progression & Development Opportunities About toob: toob are an award-winning full-fibre broadband provider actively transforming the South of England’s internet experience. Founded by a team of experienced directors from some of the world’s biggest telecommunications brands, we offer simple, affordable access to our full-fibre network so every household and business can benefit and thrive in the digital age. Recognised as the Best Urban Fibre Provider 2023 (UK Fibre Awards 2023) SME of the Year Award 2023 (Central South Business Awards) and Best Value Provider 2024 (Broadband Genie Awards) toob is committed to fostering a workplace where our people thrive. We value inclusivity, equality of opportunity, and diversity of experiences. At toob, we focus not just on your CV, but on your unique skills, experiences, and potential contributions to our team. Join us on our journey to redefine broadband connectivity and shape the future of digital innovation