Job Location: Gloucester
Salary: £24,479
Contract type: Permanent
Posting End Date: 12/06/2026
Purpose of this role
To deliver outstanding service and support across our broadband, billing, and technical services. This includes a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.
Your Key Responsibilities Are
* Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
* Keep customers updated at timely intervals where follow‑ups are required or make service‑engineer appointments.
* Communicate with customers via a variety of channels, including phone, email, online chat and written letters in an appropriate, professional manner.
* Update internal CRM system with account changes and notes.
* Basic triage of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service‑engineer appointments.
* Assist customers with account queries and ensure payments are met or plans monitored. Escalate to the arrears team if required.
* Assist potential customers to understand products and packages offered by FibreNest and promote the brand.
* Continuously improve customer service, perception and satisfaction through efficient service delivery in accordance with SLAs to ensure KPIs are consistently achieved.
* Contribute effectively towards maintaining team cohesion and morale.
* Communicate with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
* Work closely with colleagues to ensure appropriate resources are engaged to meet customer requirements.
* Continuously develop professionally in all aspects of the role.
* Use approved systems continually to log all work‑related activity and only work on approved tasks.
* Suggest up‑sell/cross‑sell products to customers where relevant and where it may add value to the customer’s experience.
Experience/Knowledge
* Understanding fundamentals of CRM systems and MS Office.
Abilities/Skills
* Effective interpersonal and communication skills.
* Ability to effectively engage with customers and to own the appropriate resolution of issue(s).
* Positive, self‑motivated, and able to respond effectively to working in a fast‑paced and dynamic environment.
* Highly organised self‑starter.
* Demonstrable ability to prioritise workload and problem‑solve.
Desirable
* Understanding of SharePoint, MS Teams/Slack.
* Previous experience in a customer‑facing role.
What Can You Expect From Us
* Cost of living annual pay review.
* Company pension contributions up to 3% if employees contribute 5%.
* 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
* Enhanced maternity, paternity and adoption pay.
* Referral payment of £1000 (net of tax) for each successful referral.
* Hybrid working for eligible roles.
* Development opportunities to reach your career aspirations.
We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
We care about your wellbeing and safety as we all deserve the right to go home safe, every day.
You can also ask us about flexible working options.
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