We're building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
We appreciate that sometimes it's helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can and we will get back to you as soon as possible.
This role covers several shifts over 7 days a week between Mon - Fri 8am to 8:30pm & Sat - Sun 9am to 5pm
The Role
* This role is an exciting, energetic opportunity for the right candidate to join the team. The team is vibrant and dynamic, working within a busy environment that benefits from the free exchange of practical ideas and a "do the right thing" ethos.
* As a member of the Technical Support team, you will act as the first point of contact for a range of customers, supporting our FTTP, FTTC, SoGEA, ADSL, PSTN, VoIP and email products through to resolution.
* The primary objective of the role is to provide first time resolution at initial point of contact as well as educating our customers on self-serve capabilities and benefits. Throughout this process you will be providing timely updates and ensuring the query is given the correct level of priority and attention to gain a prompt resolution.
* The role calls for excellent customer service skills with the ability to identify and support a wide range of customer types from home end users to business customers of various sizes.
* This role will suit individuals who are committed to providing premium quality technical solutions support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer as well as having an ability to understand the impact of a service failure on our customer operations.
* Technical Support operates between the hours of 8am and 8pm Monday to Friday and 9am to 5pm Saturday and Sunday inc Bank Holidays.
Working hours are based on a rota covering those hours so the successful applicant will need to be available to work on a shift rotation basis
Key Responsibilities
* To provide high quality telephony, supplier-portal and email support to Zen's Residential and Small Business customers
* Correctly identify the root cause of customer issues through thoughtful and efficient diagnostics
* Take ownership of customer issues following through until resolution
* Provide timely and accurate responses to customer enquiries via phone/email/portals
* Take internal escalations and track/raise escalations to 2nd and 3rd Line teams
* Educate Residential and Small Business customers to be able to fix their own problems via our self-serve tools and champion the benefits of these tools
* Provide input and feedback to deliver continual improvement and assist your team in implementing changes
* Attend meetings and projects as determined by the business
* Other reasonable duties and projects as defined by your line manager
Technical Candidate Profile
* Understanding and experience of ADSL, FTTC, FTTP(H), PSTN & VoIP product portfolios
* Recent experience of working in the ISP sector.
* Knowledge of internet technologies, such as but not limited to: Email/HTTP/DNS/IPv4/IPv6/IPVPN
* Previous experience of Fault Management or ticket handling is desirable
* IT Helpdesk or Service desk experience
Personal Candidate Profile
* Highly customer focussed & able to add value to our award-winning customer service standards
* Excellent communication skills, able to articulate technical information to a variety of end user abilities
* Good questioning techniques to identify the root cause of issues
* Proven experience in a Customer Service, Technical Support, or similar role
* Ability to work on own initiative managing multiple tasks at one time and work to tight deadlines
* Be a keen adopter of new technologies, processes, and systems
* Have empathy
Benefits
* 2 x Life Assurance Cover, with option to flex upwards
* 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
* Access to private Medical Healthcare and a Healthcare Cash Plan
* An extra day off for your birthday
* Car salary sacrifice scheme
* Continuous learning and development
* Discounted Mobile plans
* Flexible and Hybrid working
* Free onsite parking
* Internal coaching and mentoring opportunities
* Onsite Contemplation and Prayer room
* Onsite Electric Car Charging points
* Optional flexible critical illness cover
* People-friendly policies
* Recognition awards where we celebrate the most awesome people
* Retail discounts
* Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
* Six monthly salary reviews
* Subsidised Nursery fees
* Subsidised Onsite Restaurant
* Superfast Free Reliable Broadband
* Travel Loan and Ride2Work Schemes
* Two days' paid leave per year for voluntary work
About Zen
At Zen, we're redefining what it means to be a business, not just through what we do, but how we do it. We believe there's a better way of doing business.
As the UK's largest independently owned telecommunications and technology provider, we put people and planet before profit. We're here for the long term, never for sale and driven by our purpose: Do right for people and planet. Being a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility. From award-winning services and industry-leading customer support to our focus on sustainability and community. Everything we do is guided by our core values, and yours.
At Zen, we know that our strength lies in our people. That's why we celebrate individuality and diversity, creating a workplace where everyone belongs. We bring together our Zen values and personal values to build a supportive, open, and inclusive environment. Together, we grow, both as professionals and as people. We're proud to be recognised as a Great Place to Work across multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future-focused culture we've created.
We're ambitious. We embrace innovation and welcome change. We challenge ourselves to think differently, improve constantly, and lead by example. We see every challenge is an opportunity. Every voice matters. And every success fuels a much bigger purpose.
So, if you're looking for a job where your values matter, where you can help build a future where business is a force for good, join us and help make a difference. Whether you're just starting out or bringing years of experience, your work at Zen will have real impact on our people, customers, communities, and the planet.