Customer Service Advisor

**Customer Service Advisor - Complaints**
**Basic Salary**:£21,000

**Hours: Mon-Fri (9am-6pm)**

**Do you like dealing with problems and providing solutions?**

**Are you stuck in your current role with no progression in sight?**

**Would you like to join one of the fastest growing companies in the UK?**

If so then we currently have a fantastic role in our London office for a Complaints Agent. The role plays a pivotal part in the success of a fast-growing company that is diversifying from a core product set of telecoms to a wider offering of business services, focused on the UK small business market.

**The Company**

From a start-up back in 2002 XLN has grown into one of the biggest telecoms companies and one of the more successful companies in the UK. We have been backed by 3 prominent Private Equity firms since 2008 until this day and we continue to be as ambitious as we were at the beginning.

We supply over 110,000 small businesses with Fibre, Broadband, Wi-Fi, Communications Services and Payment Processing. **XLN has the highest level of customer satisfaction** in the industry due to our fantastic Account Management teams, our **TrustPilot score is 4.5/5** and we have more 5* reviews than all the other companies combined.

**We won not one, not two but THREE awards at the 2021 UK Business Awards** XLN is still founder led and we believe strongly in building our business around great people. **We only promote from within** and work hard to provide quick progression and career opportunities to all employees equally.

**We are not your typical call centre **We have state of the art offices with Pool & Table tennis tables, racing simulators as well as free tea and coffee onsite. We also provide you with world class training and support so that you have all the tools necessary to be successful. You have control of your own career, learning new skills and different areas of the business as you develop.

**What’s on offer?**

XLN is like a family where we help, support and enjoy working together. We have a common goal of helping our customers thrive and succeed and we will do whatever it takes to achieve our goals. Our offices are state of the art with great recreational spaces where we get together to unwind or celebrate daily victories.

**EXPERIENCE**
- Ideally a background in Account Management and at least 1 years’ experience within a customer service type role
- Experience with online customer service
- You will be able to show evidence of successfully dealing with complex customer queries in a timely manner
- Experience in leading others is of an advantage
- Experience of working in a busy and highly demanding customer facing environment, interfacing with a number of key departments emphasizing on verbal communication skills
- Good organisation and time management skills

**KNOWLEDGE**

**An excellent understanding of resolving issues in the following areas**:

- Faults complaints
- Provisioning complaints
- Review and approve credit requests from first and second line
- SMC follow ups
- Quicknote management

**TECHNICAL SKILLS**
- Microsoft Office package including Word, Outlook and Excel to intermediate level
- Input to and reading CRM systems quickly and accurately

**PERSONAL QUALITIES**
- Self-motivated and able to work to targets in a busy environment; prioritising busy workload and managing time
- Flexible approach & professional attitude
- Good team player who can work autonomously and be proactive in supporting team colleagues
- Assertive and confident when communicating at all levels
- Ability to work accurately and consistently deliver work at a high standard
- Results focused employee with a passion for driving people to meet daily KPIs
- Your verbal, listening and written communication as well as relationship and rapport building skills will be second to none
- Committed, reliable and enthusiastic to learn and further develop