About toob We’re toob, a multi-award-winning* full-fibre broadband provider on a mission to transform England’s internet experience. Founded in 2017 by a team of well-versed Directors from some of the world’s biggest telecommunications brands, it’s our goal to provide affordable access to fast & reliable full-fibre broadband so every household and business can thrive in this digital age. With recent investment of £300 million, we’re looking to grow our teams across our rapidly expanding network. * voted 'Best Urban Fibre Provider' at the UK Fibre Awards 2023, 'SME of the Year' at the Central South Business Awards 2023 and 'Best Value Provider' at the Broadband Genie awards 2024. Shift Pattern: Please note - This role requires the successful candidate to work a 11:30-20:00 shift (Monday to Friday) on a one in four rotation, this is a requirement of the job. In addition, the candidate will so be required to work one weekend in four weekends. Hybrid working of up to two days a week available after probation has been passed. The Role: Due to the success of our business, we are looking to recruit a Customer Service Installations Advisor. You will be responsible for supporting customers affected by delays with their broadband installation, by proactively managing communications, coordinating with internal and external stakeholders, and resolving customer concerns efficiently. You will work closely with the team and third parties to ensure all delayed installation tickets are efficiently managed and resolved in line with performance KPIs. The role plays a vital part in ensuring timely and accurate updates are shared with customers, maintaining customer satisfaction and managing expectations during the installation process. If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you! As our Customer Service Installations Advisor your key responsibilities will be: Working with the wider installations team to manage day-to-day ticket performance, ensuring that all delayed installations tickets are handled efficiently and KPIs are consistently met. Act as a link between the customer service team and Installation Coordinators, facilitating communication and ensuring that installation-related issues are promptly addressed. Proactively contact customers to provide timely updates on delayed installations and communicate to our customers in a friendly and professional manner both verbally and digitally. Liaise with internal and external stakeholders to gather accurate progress updates for customer installations Resolve customer concerns with empathy and professionalism and accurately log customer interactions and outcomes in our CRM syste Manage customer expectations and offer alternative solutions where possible Expected to behave in line with our core values. What you’ll bring to toob: Previous experience working within the broadband industry is desirable Motivated, highly organised and hardworking Competent in using multiple systems simultaneously as well as have a moderate level of experience with Excel and other Microsoft systems. Excellent communication skills – clear, calm, empathetic and reassuring A r eliable, accountable team player with a customer-first mindset and a p ositive can-do attitude Ability to handle sensitive situations and manage expectations confidently Able to maintain performance in challenging circumstances Strong organisational skills and attention to detail What we offer you! A positive, collaborative, and supportive work environment Annual leave - 25 days ( Bank holidays alternated cover in teams) Annual Bonus Hybrid Working – 2 days from home once probation passed. Group Pension Group Critical Illness Private Medical Scheme Development opportunities Family Friendly Benefits Enhanced maternity & adoption pay – up to 6 months full pay Enhanced paternity leave and pay – up to 3 weeks full pay About toob: Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun. toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply. Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application