Customer Support Executive We’re looking for an experienced, enthusiastic Customer Support Specialist to join our growing Customer Support team at Chess ICT ltd. Reporting into the Customer Support Team Leader, you will embody our core values of customer focus, innovation, and teamwork. You'll provide exceptional service to our small business customers, enhance their journey, and ensure timely resolution of their queries while achieving monthly KPI targets. “a great place to work, a great place to be a customer” Responsibilities, not limited to: Providing an exceptional service to our small business customers on both Chess and the TTNC platform Constantly focusing on improving the customer journey, and making Chess and TTNC ‘a great place to be a customer’ Retaining customers through contract renewals and reactive retentions Taking inbound calls from customers and providing 1st line support on calls/tickets Ability to carry out troubleshooting activities and provide resolution to customer queries Proactively chase cash payments from unmanaged customers, including the collection of termination fees Handle Direct Debit rejections, ensuring timely resolution and reactivation of Direct Debit setups Initiate the TOS to cease process, including managing the cease and reconnection process, and sending accounts to Flint Bishop Flexibility to support other functions in the service area should the business require it Achieving monthly KPI targets Upskilling via our Learn 2 Earn scheme Ownership of customer accounts in an escalation or complaint status Work with carriers, customers and internal teams on their speedy resolution Manage customer contact through our social media channels Working on a monthly rota to support the triage of tickets Identify up-selling opportunities across the range of Chess products and services The Candidate: Ability to work under pressure and meet deadlines Ability to work under one’s own initiative as well as part of a team Ability to communicate effectively with team members and members of the Senior Management Team Competent user of MS Office, including Word, Excel, PowerPoint, Visio, Project and Outlook Strong analytical skills Can do attitude, thrives on problem-solving and seeing the solution through to successful resolution Great computer and literacy skills Experience within the Telecoms Industry – desirable Familiarity with or accreditation of DMAIC methodologies and processes or equivalent – desirable Why join Chess? Chess is one of the UK's leading independent and trusted technology service providers, employing over 360 skilled people across the UK, supporting over 21,000 UK businesses. Diversity, equality, and inclusion is at the heart of our Chess culture, and we are passionate about our One Team spirit. We're extremely proud that our people voted us No.1 in 'The 100 Best Companies to Work for' list 2018, and we continue to celebrate more than 14 years in the top 100. Our continued focus on growth creates opportunity for everyone to progress their career, to develop knowledge and skills, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. We believe that “if you’re not growing, we’re not growing”. Salary details: Up to £28,000, dependent on experience Benefits include: Health & Wellbeing UK Healthcare (opt-in) for access to private healthcare support Healthcare support – eye tests, flu jabs, on-site health screens Mental health support for your wellbeing Wellbeing Day – available after 1 year Half-Day Friday Hybrid Working Support – allowance towards a desk and chair 20 days paid holiday, increasing with service to 24 days, plus public holidays Buy & Sell Holidays Scheme – 2 opportunities per year to buy or sell up to 5 holidays Rewards & Recognition Access to Perkbox: hundreds of discounts on shopping, travel, fitness and much more. Loyalty Point Scheme – Earn yearly points based on your tenure, starting from your second year, to unlock enhanced benefits and rewards £100 matched charity donation annually, plus payroll giving options Recognition platform – celebrating your achievements and milestones Career Growth & Culture Learn 2 Earn Scheme – bespoke development to boost your salary Regular team engagement events – from socials to celebrations A culture that values tenacity, creativity and collaboration Hours: A standard week is 37½ Monday to Friday At Chess we offer many flexible working options, and we have both full-time and part-time working hours available (role dependant). Chess pride themselves on being an inclusive employer, so if you want to find out more about our flexible working arrangements this can be discussed with your application. Working location: Hybrid working position Is Chess the place for you? If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you. Please email your CV and covering letter to our Recruitment Department at: careers@chessict.co.uk. Upon submission of your completed application to Chess, either through direct application or speculative, you hereby agree to the processing of your personal information as per the guidelines set out within our Privacy Policy and to allow for the seamless and secure processing of your information throughout Chess’s recruitment and hiring practices.