Customer Support Advisor

About Wessex Internet

Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to the New Forest, Wiltshire, and South & West Dorset.

Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for.

As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision.

The Role

Wessex Internet prides itself on delivering excellent customer service and understands that our customers after-sales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme you will be expected to support our customers with a range of queries via email and telephone. Typical queries include billing questions, package amendments, VOIP service sales and 1st line technical support.

Responsibilities

• Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve these
• Answer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments or contract terminations
• Following all set processes for customer support, escalating issues to the Team Leader
• Ensuring all correspondence is documented in Salesforce accurately on the business customer relationship management system and actions are followed up to ensure customer expectations are achieved, ensuring that the teams SLAs are adhered to throughout the process
• Handle overflow calls from other departments, ensuring the best customer journey is kept in mind
• Propose and implement change as appropriate to ensure company targets are hit
• Provide basic technical support before escalating to the relevant teams
• The role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers

Requirements

• You will need to be a confident communicator

• The ability to identify opportunities for upselling additional products

• Comfortable handling inbound calls

• A quick learner with the ability to easily retain information

• You are driven by targets and enjoy working hard to achieve them

• You work well as part of a team whilst focusing on the task in hand

• At least 1 years’ experience within a customer service environment

• You can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectives

• Provide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needs

• You have experience completing customer administration and have competent computer skills

• An optimistic and positive approach to your work and any challenges you may face

• You see business growth and change as a good thing, and can see the new, exciting opportunities it could lead to

• Telecoms experience isn’t essential, but is a big advantage

Benefits

• 25 Days of annual leave, plus bank holidays

• The option to buy or sell an additional 5 days holiday

• Enhanced Family Pay

• Private Medical Insurance

• Life Assurance

• Income Protection

• Cycle to Work Scheme

• Tech Scheme

• Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential

• Free breakfast – including fruit, snacks, teas & coffees available throughout the day

• Regular social events

• Free onsite parking

• 75% discount to Wessex Internet package

Find out what it’s really like to work at Wessex Internet from some of our team by visiting https://www.wessexinternet.com/careers/ and watch our short video https://youtu.be/5U1j7GzB3Cc

Salary: £24,000 - £27,000 per annum, depending on experience

Role Type: Full Time/Permanent

Hours: 40 hours per week (9am - 5:30pm)

Location: Office Based, Blandford Forum

Holiday: 25 days plus bank holidays