Reporting to the Call Centre Manager, 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 (ranging from who we are, what is full fibre to when can they be installed… and everything in between). You will ensure our customers understand the full benefits of our products, consulting with them to get the best overall package for their needs. As this role requires you to be available when our customers need us there is likely to be an element of early evening work shared across the wider team. What you will do 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 on boarding journey is kept simple and seamless for our customer. Help respond to comments placed on social media channels.