Second Line Support Service Advisor

2 weeks ago

Peterlee, United Kingdom Everflow Full time

Job Advert

**A bit about us**

Everflow is proud to be recognised as one of Europe's fastest-growing companies, securing the 51st and 3rd spots in the Financial Times' annual Fastest 1000 Growing Companies ranking over the past three years. By 2024, we've achieved a turnover of approximately £154 million, marking a growth of about 33% on Financial Year 2023. As a technology-enabled utility company, we're leading the charge towards a sustainable, multi-utility future for Small and Medium-sized Enterprises (SMEs).

Our mission is to **make utilities simple **and** create jobs that people love.**

We aim to enable businesses to focus on growth, reduce wastage, and contribute to environmental sustainability.

**Our approach includes**:

- Prioritising investment in our team, creating fulfilling roles that people are passionate about.
- We firmly believe in prioritising people over profits in our decision-making process.
- Offering greener, more transparent utility options.
- Delivering an automated, digital-first experience.
- Simplifying the process for businesses to reduce their utility consumption.
- Enhancing the broker market by developing the premier sales platform for multi-utility services.

**What you’ll be doing**
- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across Everflow to align and integrate our One Operation customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
- Resolution of specific customer inquiries and issues related to our connectivity products and service, including technical support.
- Act as a second line support advisor dealing with escalated and more complicated connectivity queries.

**What we’re looking for**:

- A minimum of three years’ experience within the Telecommunications industry
- An understanding of Operational process and requirements to deliver a seamless customer journey pre and post set up
- Technical understanding of common queries relating to hardware and broadband
- Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances
- Excellent communication and organisational skills
- Engage positively with team meetings, huddles and wider business forums
- Support team members with workload during time of absence or high activity, to ensure business needs are met
- Responsive to changing processes and environment
- Excellent analytical and numeracy skills
- Ability to priories and manage own workload
- Effective communication, negotiation and influencing skills
- Exceptional attention to detail
- The ability to cope well under pressure
- Self-motivated and a team player
- Manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.

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