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Customer Care Advisor

3 months ago

Newcastle upon Tyne, United Kingdom Community Fibre 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, 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 communitiesthe 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 Customer Care Service team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service. We aim to provide a best in class 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 to retain our customers.

An exciting opportunity to join our growing team as a Customer Care Advisor (retentions) to boost positive outcomes for our customers by either retaining, renewing or upgrading contracts, in line with targets, objectives and KPIs.

We are looking for team members who can deliver personalised service, having the customers at heart and match our culture, working in a friendly, supportive and collaborating environment. An important role to support business growth by driving retention of our customers, who may want to cancel their contract or review their existing. You must listen carefully to understand their situation, communicate with confidence, and find a creative solution that ensures our customers feel valued.

**What you’ll be doing**:

- Resolving, negotiating and concluding cancellation requests
- Negotiating and upgrading contracts
- Outbound call (no cold calling)
- Responsible for case managing accurate and timely resolution of next steps
- Supporting your team, peers and line manager in delivery of business objectives
- Accurate updating of relevant systems with key information to enable successful analysis of cancellation
- Personal governance and adherence to procedures ensuring compliance with company policy, GDPR and best practices
- Develop an expert level knowledge of all products, systems, and business processes
- Working from home

**The experience we’re looking for you to bring**:

- Ability to handle a range of diverse and competing priorities
- Commercial awareness and negotiating skills
- Excellent oral and written communication skills
- Strong ability to build rapport with stakeholders
- Competence in using Microsoft Office tools
- Consistently achieve targets
- Working well independently and as part of a team
- Strong ability to resolve challenging situations in a clear, empathetic, conciliatory manner
- Highly numerical

**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
- Working from home
- Enjoy the perks of Vitality health
- You get to work with an amazing bunch of people

**What happens next**:
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:

- We are an Armed Forces friendly organisation._