Customer Service Executive

**Company Description**
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition - so there’s always an exciting new opportunity to support UK businesses on the horizon.
**Job Description** Salary: £22,308.00 per annum**

**Location: Nelson, Lancashire**

**Working Hours: Monday to Friday 8:30/9:00-17:00/17:30 (37.5 hours)**

**This role may require you to work in different areas of our Operations department.**
- Handle first line Installations support calls.
- Accurately input order and customer details onto system including external suppliers.
- Liaise with customers/business/resellers partners and suppliers regarding order queries/amendments.
- Provide technical advice to customer/business partners/resellers and internal staff.
- Co-ordinate jobs/arrange engineer visits.
- Liaise with customers/business partners and suppliers to resolve issues and provide regular updates.
- Schedule and action all tasks to completion within specified timescales.
- Follow all procedures and deliver high level customer service for maximum customer satisfaction and right first time resolutions.
- Ensure all systems are kept fully updated for each action and point of customer contact.
- To identify opportunities to maximise growth and revenue through cross selling opportunities referring, where appropriate, to specialist sales teams.
- Identify and escalate any process issues and offer suggestions/ideas for suitable resolutions.
- Increase customer loyalty and reduce Churn working in synergy with other departments.
- To build and maintain good working relationships with both internal and external customers, establishing and building strong relationships with other departments.
- To deliver against the key business objectives, business service level agreements and individual key performance indicators.
- Ensure clear, concise and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary.
- Confidence in handling customer escalations, managing objections and taking ownership to get a full resolution.

**Qualifications**
- Be able to demonstrate an ability to work within a fast paced environment within the service industry.
- Ability to understand, analyse and interpret data.
- Sound questioning and listening skills, being able to pinpoint the exact issue in order to get a resolution.
- Be able to demonstrate a logical thought process, meeting customer demands and expectations.
- Ability to work well as an individual and as part of a team.
- Possess excellent, assertive and controlled telephone manner.
- A high level of professionalism.
- Ability to manage own workload.
- Previous experience of Microsoft packages.
- A ‘can do’ and positive attitude towards work and personal development.
- Excellent communication skills both verbal and written.

**Additional Information**
Our ethos is simple: the more you put in the more you get out.

**We have been voted by Best Companies as the UK's no.1 Telecoms company and we are in the UK's top 30 Best Large Companies to work for in 2023.**

Here are some of the benefits that we offer
- 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days
- Holiday purchase scheme
- £500 referral scheme bonus
- Professional development to help you achieve your personal goals
- Eye care vouchers available and discounted Medicash membership
- Access to discounts and savings at more than 1,200 retailers
- An additional day off on your birthday or if you're getting married