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. The role: We are looking for personable, enthusiastic, positive, service-focused Customer Services Advisors to action and resolve enquiries whilst upholding our people-centric culture. As a Customer Services Advisor you will be the point of contact for our for all our toob customers’ enquiries via Social Media, email and phone. You will be able to multitask alongside striving to deliver an efficient, professional, and effective resolution to ensure customer satisfaction. Role responsibilities: Effectively handle existing customer enquiries across a variety of channels, including phone, email and social media Display strong product knowledge and customer service skills to identify and understand the customer’s requirements, building rapport and showing empathy to resolve and offer solutions Explain complex information clearly and simply using excellent communication and listening skills Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled To process orders for new customers, promoting and representing the brand in a positive and professional manner take ownership of customer issues, employing a calm and methodical manner to clearly set and manage customer expectations through to resolution Regularly track your progress against KPIs and SLAs, ensuring productivity targets are consistently achieved What you'll bring to toob: Passionate about delivering an excellent service in every customer interaction Previous experience within a customer service role is essential A friendly, confident telephone manner with a positive attitude and approach Self- motivated, resilient, and driven to exceed performance targets and resolve customer issues Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task A great team player who enjoys interacting & supporting others Excellent written communication skills with the ability to adapt your style when needed Enjoy working in a fast-paced environment and problem solving Flexible attitude towards working shifts and weekends but a number of work patterns available Right to work in the UK without restriction. Shift pattern: Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 week in 4 on late shifts. The earliest start time is 8am and the latest finishing time is 8pm. toob Benefits : A positive, collaborative, and supportive work environment Annual leave - 25 days Annual Bonus Group Pension Group Critical Illness Private Medical Scheme Development opportunities Family-friendly benefits, including enhanced maternity, paternity, and adoption pay, fertility treatment leave, pregnancy loss support, and parental bereavement leave More about toob toob is a full-fibre broadband provider currently deploying a new network across England with bold plans to expand to more than a million premises over the next 10 years. If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you! Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it’s critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun. toob are committed to inclusiveness and equality of opportunity - we don’t just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us. We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities. Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.