Who We Are & What We Do: At dbfb, we’re more than a managed service provider—we’re a team that delivers seamless telecoms and IT solutions to businesses of all sizes. From connectivity and mobility to telephony and IT services, we keep businesses running smoothly with tailored, flexible solutions that match their needs and budgets. We’re chosen by businesses because we listen, offer impartial advice, and deliver expert support without the jargon. Our customers trust us to provide reliable, innovative solutions backed by a professional, fun, and friendly team that genuinely cares about their success. And we don’t just connect businesses—we support our community too. At dbfb, people are at the heart of everything we do. We recognise strengths, encourage fresh ideas, and thrive on collaboration. If you’re looking for a fast-paced, team-driven environment where you can make an impact and enjoy your work, you’ll fit right in. Let’s grow, innovate, and succeed together! What are we Looking For? Job title: Customer Experience Executive Reports to: Service Director Hours of Work: 37.5 hours per week Monday to Friday (between our operating hours of 8am to 6pm). Exact working hours to be agreed and Part-time/Job Share will be considered for the right applicant, with a requirement to cover beginning or end of day. What is the Role? As a Customer Experience Executive, you will be responsible for providing outstanding customer service and support to our wide range of customers spanning multiple industries, Our culture is focused on the customer experience not average talk times, built on our traditional beliefs where the customer is king (or queen!) and their problem is our problem until resolved. Striving to always deliver service excellence as a Customer Experience Executive you will predominantly be accountable for providing support (after appropriate training) to end users and assisting them with their mobile phones, tablets, telephone systems and connectivity queries. Key Tasks & Accountabilities Receiving incoming enquiries via phone, email and webchat. Providing support and assistance to customers across our entire product portfolio Follow defined triage steps to quickly identify and ultimately resolve issues Acting as the advocate for the customer within dbfb ensuring all enquiries are owned until resolved Working with key suppliers to ensure dbfb’s delivery standards are adhered to Keeping customers fully updated of progress of their order and/or issue at all times Updating internal platforms to ensure teammates are fully informed of any tasks you have been working on and steps taken to date Utilising monitoring equipment to offer a pro-active support service to managed customers Occasional out-of-hours work required to provide on-site support to certain prestigious local customers whilst they host key events (Paid overtime or time off in lieu offered in return) What will You Bring? Competencies: Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and IT constraints. A tenacious attitude with a desire to deliver over and above the customers’ expectations Animated personality, who engages 3rd parties in a professional and proficient manner. Providing assurance that their account is a priority. Able to demonstrate a confident and friendly telephone manner Possess both strong keyboard and written language skills Confident in liaising with all colleagues to meet the customers’ requirements. Demonstrating customer activist behaviour to always deliver service excellence. Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation Adaptability to continue to deliver service excellence in a fast-changing environment. Demonstrable results in managing multiple queries at a time. Excellent attention to detail whilst taking pride in the service you offer Experience: Competent user of MS Office products, particularly Word and Excel Familiarity of working within a ticketing platform Industry experience within the telecoms or mobile service provider industry would be advantageous Minimum of 3 years’ experience in a Customer Services environment Qualifications: GCSE Maths and English Language grade C/4 or above (or recognised equivalent qualification) NVQ in Customer Services or similar qualification would be advantageous. What’s in it for You Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deals to work with us; A competitive salary, Profit share annual bonus, 22 days holiday (rising to 25 in 2nd year of service), extra days leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time, 0.5 days per year volunteering time-off. Plus genuinely great co-workers who want to see the Company and each other succeed, and we always have cakes and sweets on the go! Culture & Environment As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 4 pillars of success: People, Platforms, Services & Solutions. Our people are the key to all our success and we are committed to identifying and working to each individual’s strengths, to create a balanced and innovative atmosphere and a consultative way of operating. All our employees display and are measured on some specific core standards of ethical and engaging behaviour: Customer Focused Accountable Commercially Aware Team Working/Collaboration Innovative To continuously develop our internal brand we are looking for someone who will bring to the business Responsibility, Communication & Positivity.