Customer Service Advisor

About The Role

Great customer service is not rocket science. It's about keeping our promises, and fixing problems quickly. In essence it's about treating our customers the way we like to be treated.

The Ecotalk Customer Service Team are the face of our business. We lead from the front in providing a first-class customer service whether that's by resolving a customer's query whilst they're on the phone or by managing their case later. This role involves a mix of hands-on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.

We're looking for a like-minded person to join our Ecotalk service team, to provide exceptional service to all our customers. Our Ecotalk Customer Service team is a one stop shop for any customer query; we are using cutting edge technology to get our customers talking to the right person - first time. We don't give our people scripts we want you to be yourself while helping our customers at the same time.

The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.

What you will do…

• Provide first class customer service in all interactions, focused mainly on inbound and outbound phone calls, delivering first contact resolution.
• Ensure our customer accounts are correct and all requests are completed accurately.
• To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently.
• Mobile port ins for customers who want to keep their mobile phone number.
• Managing customer queries via email and social media.
• Adapt to the business needs when required.
• Working with your Line Manager to achieve personal and team objectives.
• Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the Team and Ecotalk as a whole.

About You

Some previous customer service experience would be helpful – but anything relevant will be considered. If you want to be part of our awesome team, enjoy working with a great bunch of people and are supportive to others in a busy environment, this may be right for you.

We also need you to have a good grasp of numbers and be able to talk confidently to customers in the person and on the phone, although of course we'll give you training. Being happy and accurate working with detail is really important, and you'll often need to organise and prioritise your own work.

Knowledge, Skills and Experience:

• Ability to build rapport
• Experience in providing an excellent level of customer service
• Good computer literacy, including Microsoft word and Excel
• Excellent listening skills and verbal & written communication skills
• Effective objection handling
• Numeracy and problem-solving skills
• Excellent attention to detail
• Experience in using multiple IT systems simultaneously
• The ability to work with reports from several systems containing vital information.
• Capable of working with financial aspects of the procedures.

About Us

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering day
• Hybrid working
• Various company discounts (including shops, gym, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

Ecotalk is more than just a mobile provider, simply by using our service, customers are having a positive impact on the UK environment.

Ecotalk create vital new habitats for Britain's wildlife. We use the money from our customers' bills to give land back to nature. We've got some of the lowest cost tariffs available, great coverage on the market-leading network, and you can bring your current phone number with you.

Britain's wildlife is suffering – one in ten UK wildlife species are under threat of extinction. Roads, buildings and intensive farming are destroying our wild places. We decided to do something about it. That's where Ecotalk was born – a mobile phone service with a green outcome. It is a simple way to help nature with your phone while enjoying some of the best tariffs and network coverage in the country.

We use the money from our customers' phone bills to buy land which we give back to nature. We started with 40 acres of land at Lynch Knoll in Gloucestershire. We also helped the RSPB secure Fairburn Tips in Yorkshire.

At the heart of this business is a team of fantastic people - energetic and passionate about what we do, who work together to make things better and who are keen to 'shake things up a bit' by challenging what others see as "conventional wisdom".

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.

Ecotalk is an equal opportunities employer and is committed to providing equality for all.