Customer Support Advisor
About Wessex Internet Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning-fast broadband and are passionate in delivering a fantastic service to thousands of customers whose copper line connection is now outdated. We design, build, and manage our own FTTP (Fibre to the Property) network in-house and are one of the leading suppliers. We are excited to be extending our network and bringing full fibre broadband to over 10,000 homes in the New Forest with connection aimed for early 2024. Wessex Internet is a multi-award-winning company, having won multiple awards including Overall Fibre Provider of The Year 2023, Best Rural Fibre Provider 2023 & 2022. As well as Best Rural Hard to Reach Project 2022 & 2021. We are growing fast, having doubled in size over the last 18 months. Our vision is to scale whilst retaining our excellent and personal customer service. We are investing in world class systems and process to make our teams more effective and efficient. Additionally, we invest in our staff, providing continued training and career prospects to further your own career. We believe in building a great place to work, where everyone’s contribution is valued, and has the chance to raise their ideas and make a difference. Wessex Internet was a finalist in the 2023 UK Fibre Awards for the Best Company to Work for. Every one of us is responsible for the continued success of Wessex Internet, each individual has something valuable to offer, and together we’re constantly looking for better ways to serve more people. Wessex Internet wants to change the broadband experience, setting it apart from other internet providers. It is an exciting time at Wessex Internet and we are recruiting for the best people to join us! The Role Wessex Internet prides itself on delivering excellent customer service and understands that our customers after-sales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme you will be expected to support our customers with a range of queries via email and telephone. Typical queries include billing questions, package amendments, VOIP service sales and 1st line technical support. Responsibilities Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve theseAnswer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments or contract terminationsFollowing all set processes for customer support, escalating issues to the Team LeaderEnsuring all correspondence is documented in Salesforce accurately on the business customer relationship management system and actions are followed up to ensure customer expectations are achieved, ensuring that the teams SLAs are adhered to throughout the processHandle overflow calls from other departments, ensuring the best customer journey is kept in mindPropose and implement change as appropriate to ensure company targets are hitProvide basic technical support before escalating to the relevant teamsThe role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers Requirements You will need to be a confident communicatorThe ability to identify opportunities for upselling additional productsComfortable handling inbound callsA quick learner with the ability to easily retain informationYou are driven by targets and enjoy working hard to achieve themYou work well as part of a team whilst focusing on the task in handAt least 1 years’ experience within a customer service environmentYou can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectivesProvide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needsYou have experience completing customer administration and have competent computer skillsAn optimistic and positive approach to your work and any challenges you may faceYou see business growth and change as a good thing, and can see the new, exciting opportunities it could lead toTelecoms experience isn’t essential, but is a big advantage Benefits 25 Days of annual leave, plus bank holidaysThe option to buy or sell an additional 5 days holidayEnhanced Family PayPrivate Medical InsuranceLife AssuranceIncome ProtectionCycle to Work SchemeTech SchemeOpportunities 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 potentialFree breakfast - including fruit, snacks, teas & coffees available throughout the dayRegular social eventsFree onsite parking75% discount to Wessex Internet package Salary: £24,000 - £27,000 per annum, depending on experience Role Type: Full Time/Permanent Hours: 40 hours per week (9am - 5:30pm) Location: Office Based, Blandford Forum Holiday: 25 days plus bank holidays?
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