About toob 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. 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 daily complaints, collaborating with stakeholders to ensure resolution. Engage with customers to resolve issues effectively at the first point of contact. Handle customer interactions across phone, email, and social media. Communicate complex information clearly and simply. Update systems accurately to ensure customer agreements are fulfilled. Represent the brand positively and professionally. Build rapport with customers, understanding their needs 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 : A positive, collaborative, and supportive work environment Annual leave - 25 days Annual Bonus Group Pension Group Critical Illness Private Medical Scheme Development opportunities Family Friendly Benefits Enhanced maternity & adoption pay – up to 6 months full pay Enhanced paternity leave and pay – up to 3 weeks full pay Fertility treatment leave – up to 5 days paid leave per cycle, for up to 2 treatment cycles Pregnancy loss leave – up to 5 days paid leave for pregnancy loss under 24 weeks Enhanced parental bereavement leave – up to 2 weeks full pay for the loss of any child from 24 weeks gestation to 18 years of age 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.