Working Hours
Full time 37.5 hours per week - Monday to Friday
Responsibilities
* Be the go-to expert for all day-to-day account activities, from processing orders to handling calls, emails, and queries with speed and accuracy.
* Provide expert advice on technical, network, and billing queries, resolving issues efficiently and confidently.
* Build strong, trusted relationships with customers, end users, and internal teams as their first point of contact.
* Partner with Credit Control to help resolve billing concerns like outstanding debt and late payments.
* Create and quality‑check management information (MI) and billing reports, delivering insightful analysis and regular reporting packs.
* Attend and contribute to customer meetings, identifying opportunities for improvement and cost savings.
* Support end users with device and tariff advice, helping them choose the right products and services.
* Manage device inventory, ensuring accurate tracking, storage, and distribution through audit logs.
* Deliver tailored, high‑touch support for VIP users to ensure an exceptional experience.
* Share your knowledge by supporting and training cover advisors to maintain consistent service standards.
Qualifications
* A strong relationship builder who can engage confidently with both internal and external stakeholders.
* Someone with proven customer service experience and a passion for delivering outstanding support.
* A self‑motivated individual who can manage their time effectively and consistently deliver high‑quality service.
* Confident using systems and tools, with excellent keyboard and administrative skills.
* An interest in mobile technology, devices, and tariffs, with a willingness to stay informed and share knowledge.
* A proactive problem solver who enjoys taking ownership and driving issues through to resolution.
* A team player who is collaborative, supportive, and eager to contribute to a positive, customer‑focused environment.
* Someone who thrives in a fast‑paced, on‑site role and enjoys being at the centre of the customer experience.
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