Call Centre Agent

Were recruiting for Customer Service Advisors to earn up to £

22,561 per annum.
Customer Service Advisor benefits:
Huge

discounts on products including Mobile and Broadband

saving you

hundreds

of

pounds

every year (50% of mobile, 5 codes per year for friends & family 30% discount)
Support in carving a career path for you. We are super passionate about developing our people and well support you in every way we can so that you have a career you want
Volunteering days, so you can

give back

to your local community(3 paid volunteer days per day, can use the time how you want!)
Optional Private Healthcare and Dental, for

you

and the

family
A share scheme where you can

invest

in the company at a

discounted

rate
25 days holiday

with the option to buy more(works out around 32 days with bank holidays on top)
Optional Pension scheme to

protect

your

future
Critical Illness

cover
Gym membership

discounts
Discounts

off attractions for the

family

all year round
The smaller bits like;

free

parking on our sites,

free

tea and coffee, and even a

concierge
Training is included to prepare you for this role
Customer Service Advisor roles:
Collections Advisor

Inbound Payment Support
What is collections?
Collections is (in a nutshell) all about people who owe the company money as they have fallen behind on their payments. Itsall about being able to have an open and very honest conversation about whats happened with the customer thats madethem unable to pay their bills. From there, working out a solution that works for the business and the customer

what can wedo to help them get back on track? Do they owe enough that we need to look at setting up a payment plan or can we dosomething in the meantime to get things resolved?
Customer Service Advisor

Mobile Tech
Mobile tech is the team that deals with any technical issues to do with mobile. Theydontneed to be tech experts at all allofthe knowledge they need would be covered in training but an interest in tech certainly does help. The team deal with anytechnical issues due to the network, device, or sometimes just user-error soitsimportant to ask the right questions tounderstand the issue as much as possiblein order toreach the best resolution. Mobile tech do deal with a lot of complaintsand issues as often, customers are calling because the product or servicethey arepaying forisn'tworking so there can besome irate callers.
Targets?
Service targets that contribute to bonus payments

FCR and NPS. Also, other service targets like AHT whichdontaffectbonus but improve the customers experience with us. The role can also involve some value-add elements wherewe wouldencourage the team to recommend products to customers, but thisis nota sales role.
Customer Service Advisor

Mobile Billing
Mobile billing deals with a lot of general customer queries but will only ever be related to mobile accounts. As the namesuggests, a lot of queries about bills come to this team but the reasons for calls can vary greatly

anything that isnt tech orsales related usually comes to mobile billing. Mobile billing do deal with a lot of complaints and issues as often, customers arecalling to question a bill as they feel theyre paying more than they need to which can be a difficult issue to overcome attimes. These advisors will spend a lot of their time asking relevant questions to understand issues, running work flows to finda solution and ensuring our customers issues are resolved fully before the end of the call.
Sales Advisor

Inbound Sales OR Upgrades and Retentions
Sales is a department which was combined from separate Mobile and Broadband departments andmerged into one. This team sell products to new and existing customers which includes Mobile, Sim contracts,tablets, laptops, smart watches, home Broadband, TV, 4G Wi-Fi (Mobile and Home)and alsoinsurance to coversome of these devices. This team will also deal with customers looking to cancel with so it is about having a conversation to see why and retaining the customer.
Selling is all about having personal conversations with our customers and getting toknow about their households. This way, the team can establish what products from our wide range they feel ourcustomers would benefit from and pitching them in a personal way.
Customer Service Advisor pay:
£21,943 -

£

22,561 per annum. Plus an uncapped, super simple commission scheme(average 5% in Service, 15% in Collections and 30% in sales)

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