Customer Onboarding Specialist

**About Wessex Internet**

Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning-fast broadband and are passionate in delivering a fantastic service to thousands of customers whose copper line upgrade is deemed uncommercial by the rest of the industry.

We design, build and manage our own 3000km FTTP network in-house and are one of the leading suppliers making use of several Government funded voucher programmes.

Wessex Internet is growing fast. Our vision is to scale whilst retaining our excellent and personal customer service. In order to make our teams more effective and efficient we are investing in world class business systems and processes. Wessex Internet wants to make step change improvements to the broadband experience, setting it apart from other internet providers.

We believe in building a great place to work, where everyone’s contribution is valued and everybody has the chance to raise their ideas and make a difference everyday.

Every one of us is responsible for the continued success of Wessex Internet, each individual has something valuable to offer, and together we’re constantly looking for better ways to serve more people. We’re growing fast, and we need the best people to join us.

**The Role**

As a result of exciting growth, we now require an additional Customer Onboarding Specialist to join our experienced Service Delivery team. Reporting into our Service Delivery Manager, you will be responsible for setting customer expectations, managing everything post sale until our customers are onboarded and ensuring our Engineers and Garden Work Teams have a fully scheduled diary of works.

You don’t need to have previous experience, but we would be looking for someone who is used to being on the phone for long periods of time, with excellent customer service skills, the ability to perform more than one task at a time and solve problems quickly, experience in organising multiple diaries and booking appointments. We are happy to work with you to help you become an excellent Customer Onboarding Specialist.

This is a varied role which at times may involve supporting frustrated customers, the need to be supportive, quick thinking and ability to appease is essential to this role.

Using our scheduling systems, we require an experienced team member to optimise its capacity, improving the efficiency of our Field Teams scheduling and thus increasing our capacity to complete ground works, faults and installations.

**Responsibilities**
- Managing expectations throughout the onboarding process
- Contacting customers to plan and schedule ground works and installs
- Organise Engineers’ Diaries for arranging and booking installations and groundworks
- Organise workloads between the Operatives to ensure optimal working between the team
- Maintain contact with engineers throughout the day, ensuring any failed installs are accounted for and rescheduled
- Recognise potential obstacles to the diary and respond appropriately to avoid delay in works provision
- Answer and action any queries and or requests received from clients/customers
- Monitoring the Admin inbox and actioning requests
- Importing of the relevant data to the DCMS
- Ensure all jobs are accounted for and closed or rescheduled by the end of the day
- Updating and housekeeping of an internet-based client system
- Feedback on system glitches and suggest further improvements

**Requirements**:

- Excellent organisational skills
- The ability to multitask and work well under pressure
- Attention to detail
- Have an agile and flexible approach to work
- Strong verbal communication skills
- Work well individually as well as part of a larger team
- Proactive and forward thinking with the ability to plan ahead
- Display excellent customer service skills

**Benefits**
- The option to buy or sell an additional 5 days holiday
- Enhanced Family Pay
- Private Medical Insurance
- Life Assurance
- Income Protection
- Cycle to Work Scheme
- Tech Scheme
- Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
- Free breakfast - including fruit, snacks, teas & coffees available throughout the day
- Regular social events
- Free onsite parking
- 75% discount to Wessex Internet package

**Salary**:£20,000 - £25,000 per annum, depending on experience

**Role Type**: Full Time/Permanent

**Hours**:40 hours per week

**Location**: Office based near Blandford Forum, Dorset

**Holiday**: 25 days plus bank holidays