Airband Community Internet – Customer Service Advisor
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Base pay range
This range is provided by Airband Community Internet. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Job type: Full-Time (37.5 hours per week) with flexible rotas (e.g., 8 am to 4 pm, 9 am to 5 pm, 10 am to 6 pm).
About the opportunity
The position provides a pivotal point of contact for Airband customers. It involves responding to queries via email, phone, and social media, supported by detailed administration streams. You will deliver excellent customer service while assisting in varied technical fact-finding conversations.
You will have a confident telephone manner, communicate with a variety of customers and queries, think quickly, and uphold customer service excellence. You will manage the life cycle of customer queries and offer rapid solutions.
What will the role look like?
* Troubleshooting and investigating customer complaints.
* Responding to telephone and social media messages.
* Ensuring a high level of customer service at all times.
* Answering calls within agreed SLAs.
* Undertake administrative tasks within the office, process cancellations, and support the retentions team.
* Represent Airband, delivering a pleasant customer experience and contributing to Airband's goals and targets.
What we need from you?
* Confident in communication with excellent people skills and empathy for customers.
* Minimum 6 months of customer service / contact centre experience.
* Willingness to learn within the role.
* Problem-solving ability.
* Clear understanding of customer service excellence.
* Experience in Telecoms, ISP, Utilities is advantageous but not essential as training will be provided.
* Background in sales aligned with deadlines and measurable results.
The Package
* 25 days of paid leave per year, rising to 30 with service, plus bank holidays.
* 5% Airband pension plus a minimum 3% employee contribution.
* Customer referral bonus – appreciation for referrals.
* Hybrid working – a mix of home and office work.
* Free broadband (if within coverage).
* 20% off monthly line rental on EE plans.
* Cycle to work, tech scheme, healthcare and medical insurance, dental care, and health cash fund (dependent on length of service).
* Airshare (employee discounts platform) – save up to £1,000 a year.
* Refer a friend reward scheme – various rewards to choose from.
Note: You must have the right to work in the UK and provide satisfactory references. A DBS check may be required for customer-facing roles. A driving license may be required for field roles.
Agency note
Agencies Please Note: Airband is not looking to engage in recruitment support for this position.
Location details: Worcester, Birmingham, Droitwich Spa, Worcestershire (UK) and surrounding areas with recent postings listed.
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