Customer Experience Agent

6 months ago

Axbridge, United Kingdom ClearFibre (Part of the Telcom Group) Full time

_Division: ClearFibre (Part of the Telcom Group)_

We are building a world where everyone has access to affordable, ultrafast internet.
At ClearFibre, we believe the internet is a basic human right. When it’s readily available, it’s a catalyst for economic growth, technological innovation and empowerment, with a life-changing impact.

We’re on a mission to create a more connected world, by building fibre networks, reducing costs, and empowering communities. Unlike most other providers in our space, we’re in it for the long term and believe in doing things that really matter.

There’s never been a more exciting time to be a part of Telcom Group.

We’re accelerating towards a full-fibre future and delivering Hyper

Cities across the UK. We’re transforming Britain’s digital infrastructure, boosting the economy, connecting the unconnected and paving the way for Britain’s technological revolution.

**We are looking for a customer-obsessed, Customer**
**Experience Agent to join our team**

This is an opportunity to work with the most exciting full-fibre alt-net, one that's disrupting Britain’s outdated telecoms industry and fundamentally thinks differently. We’re shaking up the sleep industry with a fresh & disruptive approach to customer relationships, transparent pricing and truly impactful connectivity.

Be a part of our mission to make Great Britain one of the world leaders in connectivity, whilst helping give everyone access to ultrafast internet... Join us and make a difference in your community, your city, your country and eventually the world.

**Role**

We're looking for a Customer Experience Agent, who will deliver the customer obsession vision as part of a world-class customer support team within our Service Delivery department. ClearFibre is only successful because of its customers, and we need someone who can weave customer delight at all times.

Our Customer Experience team is critical to our mission with client experience being at the heart of both our retention and growth strategies. As a ClearFibre Customer Experience Agent, you will be at the frontline of customer relations, providing experiences that leave an everlasting impression and make our customers say wow every single time.

You will report to the Head of Customer Experience and the role will focus on the Residential arm of Telcom, specifically ClearFibre and WeFibre.

**Responsibilities**

Your first role here may be a Customer Experience Agent but the sky's the limit as to how you develop within our teams, we are very keen on nurturing internal talent.

**The job will require you to**:

- Be available to work the hours of 8:30am - 5:30pm, Monday - Friday
- Provide exceptional customer care, representing the ClearFibre and WeFibre brands at a professional level.
- Use our scheduling system to book installation appointments for our delivery engineers.
- Investigate and resolve customer complaints quickly and effectively.
- Log and investigate customer fault calls, escalate internally to second line and / or field engineering to progress quickly to resolution.
- Recognise any fault trends and highlight these to the second line team and / or a supervisor.
- Maintain thorough and accurate customer service records via our internal platforms.
- Keep confidential records and financial information private and secure in line with GDPR.
- Learn how to use database systems and technology to deliver great customer care.

**Essential requirements**
- Experience within a similar role would be advantageous
- Customer obsessed - a people person who enjoys delivering exceptional customer service
- Excellent interpersonal skills
- Professional telephone manner and written skills
- Brilliant organisational ability
- Technically savvy - able to use standard software but also able to pick up new things without too much trouble
- Exceptional customer service skills
- Excellent communication skills
- The ability to be proactive, multitask, prioritise, work well under pressure and to deadlines
- Be comfortable with independent working

**What will you get from us?**

Telcom Group was founded to change the country's internet and set an example the world can follow. We believe in giving as you grow, impacting lives and won’t stop until Britain is transformed from the 2nd worst for fibre deployment in Europe to being ranked amongst the best in the world.

Culture is everything at ClearFibre and we do our utmost to preserve that culture. You’ll be joining more than just a company, you’ll be joining a professional sports team of like-minded individuals very much bonded together as a family.

This is a terrific opportunity to join the ClearFibre team at a pivotal moment as we head into a period of significant growth and great opportunities for career progression to Team Leader, Shift Manager, and beyond.

**Help us change the telecommunications industry**

**What happens next?**
- You apply.
- We'll get back to you. Even if it's a no (at

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