Job Title: Customer Service and Provisioning Support
Reporting to Operations Manager, the role involves providing customer service and provisioning support, including but not limited to:
1. Delivering high levels of customer service with exceptional telephone manners.
2. Maintaining and developing client accounts.
3. Engaging with customers to identify solutions that meet their needs and help grow their business.
4. Assisting customers with day-to-day issues and queries confidently.
5. Proactively assessing client needs and resolving issues efficiently and accurately.
6. Answering inbound calls promptly and correctly.
7. Assisting with special projects.
8. Retaining customers proactively.
9. Arranging and providing licenses, CPS, WLR, Data, Number Porting, Number Management, and SIP Services, ensuring all dates are aligned and clients are informed throughout the process.
10. Following correct procedures for escalations and meeting SLAs.
11. Monitoring and processing all orders, including escalations.
12. Resolving assigned tickets within the required SLAs.
Skills and Experience Required:
* Previous experience in a similar role is desirable but not essential.
* Strong and assertive communication skills.
* Ability to take ownership of tasks.
* Excellent interpersonal skills to work cross-functionally and interact confidently with multiple departments (internal and external).
* A natural flair for delivering high levels of customer service.
* Excellent planning and organizational skills, with the ability to prioritize, manage time effectively, and meet tight deadlines.
* Team player mentality, understanding the importance of collaborative working.
* Proficiency in IT and confidence using Business Management systems (e.g., Autotask) and MS Office packages.
* Excellent attention to detail to achieve high accuracy.
The Benefits:
* Working hours: Monday to Friday, 9:00 to 17:30, with a 1-hour unpaid lunch break.
* Holiday entitlement: 25 days plus 8 bank holidays. Loyalty days: 1 day after the first full year, 2 days after the second, and 2 days after the fifth year.
* Pension: 3% employer contribution.
* Training: Tailored training plans through our partner academy.
* Other benefits: Subsidised parking within Worthing Town Centre.
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