Customer Service Representative - Apprenticeship

Customer Service 1 · London, London, City of
Department Customer Service 1
Employment Type Apprenticeship - FTC
Minimum Experience Entry-level

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, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.


We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.


We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:


  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.


We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of 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 recommending plans and upgrades that meet our customers’ needs.

 

We seek enthusiastic, reliable and bright candidates wishing to gain knowledge and experience in front line customer service via an Apprenticeship in Customer Service Specialist Level 3.

 

The aim of a Customer Services Representative is to deliver an exceptional customer experience to our consumer and business clients, breaking the mould from the telecom industry’s notoriously poor customer service.

 

Due to the critical nature of our infrastructure, a Customer Services Representative works both quickly and carefully by providing front line customer support, turning a potentially unhappy customer into a happy one.

 

As a Customer Services Representative - Apprentice, you will gain the knowledge and understanding required to run through all potential questions and concerns which may come from our customers, this to understand how best you are able to help them and potentially rectify their concerns.


What you’ll be doing:


  • Gain the knowledge and understanding required to take inbound customer queries over the phone, email, and eventually social media and chat.
  • Gain the knowledge and understanding required to adhere to strict GDPR compliance.
  • Gain the ability to troubleshoot technical issues with customers.
  • Gain the ability to handle billing queries.
  • Gain the skills required to organise installations and service calls with our field based engineers.
  • Gain the skills required to liaise with other departments to ensure customer issues are resolved as soon as possible.
  • Gain the ability to positively impact on Customer retention.
  • Gain the ability to advise customers and prospective customers on the product and services that fit their needs so they get the best out of their full fibre connection.
  • Full availability/ Flexibility will be required as our customer services team work a rotating shift pattern, this may include some weekend work to provide the coverage our customers require.


The experience we’re looking for you to bring:


  • We ideally want candidates to have at least a Grade 5 ( B equivalent) or above in Maths and English and a keen interest in the field/area.
  • Desire to work in an agile, fast paced environment and go the ‘extra mile’ to support our delivery of a great customer experience.
  • Be a self-starter
  • Be open, honest, and transparent.
  • Excellent attention to detail.
  • Love learning and developing new skills.
  • Resilience and empathy for people.
  • Remain nice and calm under pressure
  • Have a genuine interest in technology.


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

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Customer Service 1
  • Employment Type
    Apprenticeship - FTC
  • Minimum Experience
    Entry-level