Part-Time Customer Operations Executive

Job Advert

Reporting to the Customer Operations Manager you will be part of our Customer operations team, performing a pivotal role in our customers onboarding journey. This is a critical stage in the customer lifecycle and your role will involve dealing with questions from customers at different points within their journey (ranging from who we are, what is full fibre to when can they be installed… and everything in between).

You will ensure our customers understand the full benefits of our products, consulting with them to get the best overall package for their needs. The role is based in our headquarters in the centre of Edinburgh. As this role requires you to be available when our customers need us there is likely to be an element of early evening and weekend work shared across the wider team. Various shifts are available and shift patterns will be discussed at interview.

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, committed to providing an excellent overall customer experience.

• Previous experience in a customer facing role is desired, in areas such as contact centres or retail, and with experience in both service & sales.
• You'll have great organisational skills, and also have an eye for detail, especially when managing customer details
• Proficient with Microsoft applications such as word & excel
• Excellent communication skills (oral & written).

Please apply by uploading your CV and a cover letter outlining your customer service experience and your availability