Job Description
Key Responsibilities
Reporting to Operations Manager to provide Customer Service and Provisioning Support, including but not limited to:
1. High level of customer service with exceptional telephone manner
2. Ability to maintain and develop client accounts.
3. Ability to engage with customers regarding solutions that may better suit their needs and to help grow their business. • Confident in helping customers on day-to-day issues and queries.
4. Proactively assess the needs of the client and resolve issues efficiently and accurately.
5. Answer inbound calls in the published time frame & in the correct manner.
6. Processing cancellations
7. Assisting & diagnosing first line faults
8. Assist with Special Projects
9. Proactively Retaining Customers
10. Understand and confidently arrange and provide licences, CPS, WLR, Data, Number Porting, Number Management and SIP Services covering all aspects of orders. Ensuring all dates are aligned where possible and keeping the client informed throughout the process of the order.
11. Ensure correct procedures are followed for escalations and meeting SLAs
12. Monitor and process all orders, including escalations.
13. Utilising supplier client service plans to provide quick solutions.
14. Resolving allocated tickets within the required SLAs
Skills and experience required:
15. Previous experience in a similar role is desirable but not essential.
16. To be strong & assertive
17. Ability to take ownership of tasks.
18. Excellent communication skills
19. Excellent interpersonal skills, the ability to work cross-functionally and interact confidently with multiple departments (both internal and external)
20. Natural flair for delivering high levels of Customer Service
21. Excellent planning and organisational skills with the ability to prioritise, manage time effectively and work to tight deadlines
22. Team player – understand the importance of collaborative working.
23. Excellent IT skills and confidence using Business Management systems (Autotask), proficient in MS Office packages.
24. Excellent attention to detail achieving high levels of accuracy.
The Benefits
25. Hours: Monday to Friday 9:00 to 17:30, 1-hour unpaid lunch
26. Holiday: 25 days holiday + 8 bank holiday days Loyalty Days: 1 day after first full year, 2 days after 2nd full year, 2 days after 5th full year
27. Pension: 3% Employer contribution
28. Training: Training plans through our partner academy tailored to your role.
29. Other: Subsidised parking within Worthing Town Centre