Customer Service Representative

5 months ago

Thornaby on Tees, United Kingdom toob Ltd Full time

**Who are we**:
**toob is a new full-fibre broadband provider on a mission to transform the South of England’s internet experience by delivering the fastest broadband, so homes, businesses, public services, and community groups can experience its life-changing full-fibre connectivity.

We have a bold plan to open its network to more than a million premises across the South of England over the next 10 years and want to play an active role in helping the communities around the area to thrive.

**The Role**:
If you are looking to make a difference, thrive in a growing business and share our aspiration, we would love to hear from you

**Key Responsibilities**:
- Display strong product knowledge and customer service skills to identify and understand the customer’s requirements, building rapport and showing empathy to resolve and offer solutions
- Explain complex information clearly and simply using excellent communication and listening skills
- Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact.
- Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled.
- To process orders for new customers, promoting and representing the brand in a positive and professional manner
- Take ownership of complaints and dissatisfaction, monitoring & follow up until fully resolved, employing a calm, methodical manner
- Regularly track your progress against KPIs and SLAs, ensuring productivity targets are consistently achieved

**What you'll bring to toob**:
- Passionate about delivering an excellent service in every customer interaction
- Previous experience within a customer service role is essential
- A friendly, confident telephone manner with a positive attitude and approach
- Self
- motivated, resilient, and driven to exceed performance targets and resolve customer issues
- Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task.
- A great team player who enjoys interacting & supporting others
- Excellent written communication skills with the ability to adapt your style when needed
- Enjoy working in a fast-paced environment and problem solving
- Flexible attitude towards working shifts and weekends but a number of work patterns available
- Right to work in the UK

**toob benefits**:

- Annual Leave - 25 days
- Annual Bonus
- Group Pension - Royal London
- Long Term Incentive Plan
- Group Critical Illness
- Group Life Assurance
- Private Medical Scheme

**Shift Pattern**:
Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 in 4 late shifts. The earliest start time is 8am and the latest finishing time is 8pm.

**Our Values**:
**Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it’s critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.**

**toob are committed to inclusiveness and equality of opportunity - we don’t just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us.**

**If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you**

**Job Types**: Full-time, Permanent

Pay: £23,804.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme

Supplemental pay types:

- Bonus scheme

Work Location: In person

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