Customer Experience Advisor

7 months ago

Horsham, United Kingdom Home Telecom Full time

**Salary**:Base salary paying up to £24,000 for an experienced individual. Excellent & achievable commission scheme bringing total earnings up to £45k+

Overtime is also available and paid at time & a half

**£1,500 bonus paid after completion of a successful 6 month probation**

**Hours** are Monday to Friday 8.30am - 5.30pm plus minimum of one Saturday a month on a rota basis between the hours of 9:00am - 1:00pm.

**Location**: Horsham, West Sussex. Flexible working options available.

**Who are we?**

Founded 12 years ago Telecom Acquisitions Limited (TAL) is the holding company of a number of residential broadband brands, including Home Telecom, Fleur Telecom, Eclipse Broadband and Hive Telecom. With a niche proposition specialising in the tenancy rental market matching contract lengths to tenancy terms TAL has carved itself a unique spot in a fast growing market. With the exponential growth of home working in recent years, teamed with the ever changing way in which consumers consume content and entertainment - never has broadband been such an important service. Having recently joined forces with TalkTalk to become their home move specialist team, this growth is set to continue as the portfolio of brands, numbers of customers and full fibre roll out continues.

As part of our strategic alliance with TalkTalk and the development of the home move division of the business our offering to be the ‘one stop shop’ for all your moving needs is rapidly becoming our flagship offering. Working with leading estate agents throughout the UK we are able to offer a concierge style service advising and setting up council tax and water services, energy and entertainment through our partnership with Sky and TalkTalk, plus mobile and our core broadband offering.

**Customer Experience Advisor Key Responsibilities**:
You will be looking after our customers who may be looking to change, upgrade, or cancel their services. You will need to be able to think fast and deal with challenges, turning them into a positive experience and saving the customer. You will promote and upsell our products and services to our customers, whilst building relationships and developing your experience. Working in a fast-paced environment, you will need to be able to easily adapt to each circumstance to impress and win over the customer whilst overcoming any challenges.

***

**What will you be doing?**
- The Customer Experience Advisor (CEA) is responsible for retaining our customers that request to cancel
- Proactively contacting customers who have cancelled their contracts within the last working day to see explore resigning
- Adhering to SLA’s on response times and achieving KPI’s set by your manager
- Collecting payments and calculating home move fees
- The CEA must adhere to company work instructions, relating to internal CRMs, information security and customer complaints
- Updating company CRM’s and portals with clear information and notes
- The CEA will work collaboratively within the team, being a team player and will be pro-active when it comes to personal development, communicating any key areas where further development is required
- Following escalation paths and adhering to company polices at all times

**What do we need from you?**
- Target driven
- Resilient
- Comfortable working independently
- Able to use their own initiative
- Able to work in a fast-paced environment
- Impactful with the ability to influence our customers and the team around them
- Able to communicate in a clear and friendly manner at all times
- A team worker who values collaboration
- An active problem solver with an excellent attention to detail

**Why join us?**

Aside from a fantastic list of benefits, we move quickly and are market leading. We truly live our ethos of work hard and play hard. Yes, we are data driven, yes we are KPI lead but our flat management structure, family ethos and constant determination to be the best we can be, to improve process and drive efficiencies ensure that those who want to grow and develop have every opportunity to.

**What benefits will you receive?**
- 50% off our Broadband & Utility packages, **completely** **free** after two years
- 33 days holiday allowance including bank holidays
- 5 additional days leave granted based upon length of service
- Buy & Sell holiday allowance scheme
- Death in service benefit
- Pension scheme
- Complimentary fresh fruit, tea, and coffee
- Eye care vouchers
- Fridge Friday
- Company lunches
- £1,000 Refer A Friend Scheme
- Fun incentives
- Paid Charity leave
- £250 Bright Ideas Scheme
- Kudos Employee Recognition Scheme - Including Days Out and holidays
- Opportunity to do evening overtime (paid at time and a half overtime customers’ expectations

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