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Customer Relations Advisor

5 months ago

Portsmouth, United Kingdom toob Ltd Full time

**Portsmouth HQ**

toob is a full-fibre broadband provider on a mission to transform the South of England’s internet experience. toob has a bold plan to deploy its network to more than a million premises over the next 10 years.

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 Accountabilities & Decision Ownership**:

- 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
- Take ownership of complaints and dissatisfaction with a calm and methodical approach, monitor and follow up until fully resolved.
- 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
- Regularly track your own progress against KPIs and SLAs, enduring productivity targets are consistently achieved.
- Collate and present structured information to senior management

**Core competencies, skills and knowledge**
- Previous experience within a customer service role is essential
- Passionate about delivering an excellent service in every customer interaction
- A friendly, confident telephone manner with a positive attitude and approach
- Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task.
- Self-motivated, resilient, and driven to exceed performance targets and resolve customer issues
- 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
- Educated to A level standard or equivalent
- Flexible attitude towards working shifts
- Have the right to work in the UK
- Be happy to work alternate weekends and live locally to our Lakeside North Harbour HQ.

**Company Benefits**:

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

**About us**:
Launched in 2019, toob is a full-fibre broadband provider on a mission to transform the South of England’s internet experience. Founded by an experienced team from some of the world’s biggest telecommunications brands, toob offers simple, affordable access to its full-fibre network so every household and business can benefit from hyperspeed broadband and thrive in the digital age.

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift

Work Location: In person