About Wessex Internet
Wessex Internet is a dynamic and rapidly expanding Internet Provider in the South West, revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to the New Forest, Wiltshire, and South & West Dorset.
Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for.
As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision.
The Role
As a result of exciting growth, we now require an additional Customer Support Advisor to join our friendly and driven team. Reporting into our Head of Customer Operations, you will be responsible for setting customer expectations, managing everything post-sale until our customers are onboarded, and ensuring our Engineers and Garden Work Teams have a fully scheduled diary of works.
You don’t need to have previous experience, but we are looking for someone who is used to being on the phone for long periods, with excellent customer service skills, the ability to perform more than one task at a time, and solve problems quickly. Experience in organising multiple diaries and booking appointments is beneficial. We are happy to work with you to help you become excellent in Customer Operations.
This is a varied role which may involve supporting frustrated customers; the ability to be supportive, quick-thinking, and solve problems is essential to this role.
Using our scheduling systems, we require a team member to optimise its capacity, improving the efficiency of our Field Teams' scheduling and thus increasing our capacity to complete ground works, faults, and installations.
Responsibilities
* Customer Management - Oversee and manage customer expectations throughout the onboarding process.
* Customer Coordination - Contact customers to plan and schedule groundworks and installations.
* Customer Support - Respond promptly to queries and requests from clients/customers.
* Engineer Scheduling - Organise and manage engineers' diaries to arrange and book installations and groundworks efficiently.
* Workload Distribution - Allocate workloads among operatives to ensure optimal team efficiency.
* Issue Resolution - Address and resolve any issues that arise during the installation process.
* Email Monitoring - Regularly monitor emails to ensure timely responses and actions.
* Job Management - Ensure all jobs are accounted for, closed, or rescheduled by the end of each day.
* CRM Maintenance - Update and maintain accurate records in our CRM system (Salesforce).
Requirements
* Excellent organisational skills
* The ability to multitask and work well under pressure
* Attention to detail
* Have an agile and flexible approach to work
* Strong verbal communication skills
* Work well individually as well as part of a larger team
* Proactive and forward-thinking with the ability to plan ahead
* Display excellent customer service skills
Benefits
* 25 days on annual leave, plus bank holidays
* The option to buy or sell an additional 5 days holiday
* Enhanced Family Pay
* Private Medical Insurance
* Life Assurance
* Income Protection
* Cycle to Work Scheme
* Tech Scheme
* Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team or expand your skills in a new area, we’ll help you reach your potential
* Free breakfast – including fruit, snacks, teas & coffees available throughout the day
* Regular social events
* Free onsite parking
* 75% discount to Wessex Internet package
Salary: £24,000 - £27,500 per annum, depending on experience
Role Type: Full Time/Permanent
Hours: 40 hours per week
Location: Office based near Blandford Forum, Dorset
Holiday: 25 days plus bank holidays
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