Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice. Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business. Wildanet, building careers from the Southwest to anywhere. Job Title: Customer Experience Agent Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Eyecare Vouchers/ Flexible Working / Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (after probation has been passed)/Access to generous discounts hub Wildanet Rewards & Recognition Hub Location: Liskeard Office Salary: £25,000 - £26,227 per annum depending on experience. Role Purpose: As a Customer Experience Agent and a key member of the Customer Experience function, you will play a role in ensuring that Wildanet offers an excellent customer experience throughout the customer journey and lifecycle. The Customer Experience Agent anticipates and addresses the customer’s need and eliminates the need to contact Wildanet for help and support. Main Responsibilities: Delivering a best-in-class customer experience to our residential and business customers before and after installation. Effective management of customers throughout the customer journey & lifecycle, including service activation, billing, payment recovery, service termination and change management. Delivering an excellent customer experience that drives customer satisfaction, increased loyalty, additional revenue and reduces churn rate. Managing complaint handling in line with Wildanet processes, including internal escalation and outbound customer activities to provide updates. Meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs). Key Activities: Understanding, addressing and responding to the needs of customers contacting Wildanet and providing appropriate solutions by using channels and self-help resources (such as chatbots, user documentation and videos) Continuously evaluating and improving customer service processes, resources and tools to enhance the customer experience and reducing the volume of customer calls. Driving accountability for the delivery, improvement and optimisation of service provisioning processes, to support the customer journey Identifying improvements to customers’ specific issues as well as to the overall customer experience Maintain accurate customer records and data across Wildanet’s systems Facilitate customer feedback and reviews to support and improve Wildanet’s reputation Effectively and efficiently undertake tasks to meet Wildanet’s targets for productivity, service levels and the ‘cost to serve’ each customer. Actively review and collect data on the customer journey, to identify trends and opportunities for improvements Create and manage customer service reports, including tracking customer feedback and satisfaction scores across platforms Collaborate with other departments, including sales, marketing, and technical support, ensuring customer needs are met Triage customer complaints and support with the resolution using internal systems and escalation processes. Outbound calling customers with updates for complaints, build issues and installation updates. Managing the customers ‘One Touch Switch’ processes Essential Person Specification Knowledge: Microsoft Office suite and CRM systems Knowledge of customer call systems & diagnostic tools Basic knowledge of internet packages and service offerings Understanding of the challenges faced by the customer Telecomms industry knowledge (desirable) Alt net industry knowledge (desirable) VOIP systems (desirable) Skills/Attributes: Strong communication and interpersonal skills Passionate about the customer experience, with a desire to exceed all customer service targets. Excellent attention to detail and the ability to multi-task and prioritise tasks Self-motivated, ambitious, proactive and possessing a strong customer focus. Thrives in a fast-paced environment and works well under pressure Willingness to learn and develop in-depth knowledge on products and service offerings. Adaptable to changing business needs. Experience: Experience of working in a call centre environment managing inbound calls, outbound calls and contacts made via email, live chat and other digital streams. In person customer service delivery (desirable) Qualifications: Good level of education to include English and Maths qualifications Circumstances: The role is based at our head office in Liskeard, hybrid working is available a minimum of 3 days a week is expected in Liskeard. The working hours are 37.5 hours a week between the hours of 8am – 8pm, there is an expectation to work 1 Saturday a month on a rota basis, with a day off in the week in lieu. During peak periods, some unsocial hours and weekends may be required to support our customers as required.