Customer Support Administrator

Customer Service · London, London, City of
Department Customer Service
Employment Type Full-Time

Hi there! Thanks for stopping by our job advert. We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here, our network is full fibre and that’s directly to our customers so whether you’re a gamer, you have lots of data hungry family members or you love to chill out and download a movie we will have a package for you.

 

The clue is in our name and we love working with local communities in London. We want to bridge the digital divide in society and make internet accessible to all. We also love when we can welcome residents from the local community becoming team members of CFL, over 20% of our talent is from local communities that we serve.

 

We are not the new kid on the block, we were established in 2013 and some of our key achievements since then include:

 

  • Raised £400m investment from large institutions
  • Acquired over 360,000 wayleaves across Local Authorities, Housing Associations and Private Landlords
  • Deployed our full fibre infrastructure to over 100,000 premises

 

So far we’re proud of our achievements and we are doing a great job disrupting the broadband industry but we are definitely not stopping here. To help us we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard workers to join us and help support our growing business.

 

Job purpose:

Our service team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions.

 

We aim to provide a high-touch experience for our customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and offering solutions that meet our customers’ needs. We are looking for a strong individual who can deliver personalised service, who values our customers as much as we do, and who is always flexible to meet our ever-changing business needs. 

 

What you’ll be doing:

  • Managing for the customer phone number porting process with our Telephony Partner and Customers
  • Responsible for the accurate reporting and management of the Active TV customer base by liaising with our TV Partner
  • Taking inbound customer queries over the phone, email, and webform
  • Troubleshooting technical issues with customers
  • Regular contact with our engineers for updating TV Installations and returns for devices
  • Liaising with Operations to ensure Build issues are resolved in a timely manner
  • Dealing with billing queries
  • Advising customers on the product and services that fit their needs and so they get the best out of their full fibre connection and TV/Voice services

 

The experience we’re looking for you to bring:

  • Highly developed soft skills and a strong will to serve
  • Good listener, able to identify customer needs. Empathy is extremely important, and the ability to relate to a wide-ranging demographic is essential
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Flexible enough to work as a blended agent across channels, handling phone, email or chat transactions
  • Competent keyboarding and PC navigation skills, familiarity with technology and mobile applications. Able to work quickly and efficiently
  • A least two years customer service experience in a call centre required (voice, email, chat experience), technical experience a plus

 

Why join us:

  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people

 

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

 

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

 

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

 

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

 

Thank You

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  • Location
    London, London, City of
  • Department
    Customer Service
  • Employment Type
    Full-Time