PT Customer Operations Executive 9am to 2pm
Permanent
We are looking for customer focussed individuals to support peak call periods who can work a dedicated part time shift 9am to 2pm
Highland Broadband is not only on a mission to provide Ultra-Fast Broadband, we aim to deliver an exceptional customer experience too, that's why we are looking for more talented individuals to join our Inverness-based customer operations team. We are looking to provide additional cover during peak call periods and have created a part time day time shift pattern.
Reporting to the Customer Engagement Manager, you will be part of our dedicated Customer Operations team, performing a pivotal role in our customer's journey. Your role will involve dealing with questions from customers at different points within their journey, from those interested in signing up for our services to existing customers with queries or issues with an existing package.
What you will do
* Respond to enquiries from new customers (via both phone, email, web chat), identifying their needs & aligning them with relevant products.
* Ensure that customers are kept fully informed throughout their onboarding, whilst managing all administrative activities such as arranging their installation and setting up their customer account correctly.
* Manage your customers in line with our key performance indicators, delivering an excellent service experience for all customers,
* Identify those customers that need tailored support and fully assist them until their fibre service is up and running.
* Liaise and partner with other internal teams (such as Finance and Field Engineering) to ensure that the on boarding journey is kept simple and seamless for our customer.
* Help respond to comments placed on social media channels.
What you will need
You'll bring a customer-first mindset and be committed to providing an excellent overall customer experience. Previous experience working with customers is desirable however as full training is provided, we are open to applications from candidates with good communication and organisation skills and the ability to become a reliable and supportive member of our small dedicated team.
Please apply by uploading your CV and include a short cover letter outlining your interest in this post. This is a position based in our Inverness office, applicants must live within commutable distance to Inverness.
Apply now
Apply now
At HBNL, our mission is to bridge the digital divide by providing future-proofed, ultra-fast fibre broadband to underserved, rural communities across Scotland.
We put people at the heart of everything we do, providing a dynamic, supportive environment where customer centricity is championed. That’s why our customers love our product, rating us Excellent on Trustpilot.
We’ve undertaken significant growth, but we’ve got big plans to do more. Join us to help shape the future of rural broadband in Scotland.
£13.73 per hour
Hours
9am to 2pm Monday to Friday
32 Days Holiday Prorated, Enhanced Employer Pension Contribution, 10% Discretionary Bonus, Subsidised Gym Membership plus more
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