Overview
We are looking for individuals who want to deliver a great service to our new and prospective Highland Broadband Customers. There are full-time 35-hour week and part-time 25-hour week opportunities.
Highland Broadband is not only on a mission to provide Ultra-Fast Broadband, we aim to deliver an exceptional customer experience too! That's why we are looking for more talented individuals to join our Inverness-based customer operations team.
Role details
We are looking for full time team members who can be flexible to join our Inverness office team for 35 hours per week (between 8am and 8pm Monday to Friday plus some saturdays 9 to 5) and also part time team members for additional support during peak call periods (9am to 2pm Monday to Friday plus some Saturdays 9am to 2pm).
Responsibilities
Reporting to the Head of Customer Services, you will be part of our dedicated Customer Operations team, performing a pivotal role in our customer's journey. Your role will involve dealing with questions from customers at different points within their journey, from those interested in signing up for our services to existing customers with queries or issues with an existing package.
* Respond to enquiries from new customers (via both phone, email, web chat), identifying their needs & aligning them with relevant products.
* Ensure that customers are kept fully informed throughout their onboarding, whilst managing all administrative activities such as arranging their installation and setting up their customer account correctly.
* Manage your customers in line with our key performance indicators, delivering an excellent service experience for all customers.
* Identify those customers that need tailored support and fully assist them until their fibre service is up and running.
* Liaise and partner with other internal teams (such as Finance and Field Engineering) to ensure that the onboarding journey is kept simple and seamless for our customer.
* Help respond to comments placed on social media channels.
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