Customer Service Advisor

Grain Connect Limited; Carlisle; On-site; GBP 20,000 - GBP 24,000; Full time

Job summary

A leading broadband provider in Carlisle is looking for a Customer Experience Representative. The role involves delivering outstanding service by handling customer inquiries via phone and email, logging support requests, and providing administrative support. Ideal candidates will have a professional telephone manner and customer service experience, preferably in IT or retail. Join us in making a positive impact on broadband connectivity across the UK with a competitive salary and diverse benefits.

Benefits

Annual leave allowance (33 days inclusive of bank holidays)

Life insurance (4 times annual salary)

Employee incentive scheme

Employee referral scheme

Discounts with nationwide retailers

Employee Assistance Programme

Qualifications

• Confident and professional telephone manner.
• Interest in IT and telecommunications is beneficial.
• Team player willing to support others.

Responsibilities

• Handle incoming customer calls and inquiries.
• Log support requests promptly.
• Perform general administrative duties.

Skills

Telephone manner

Understanding of IT and telecommunications

Team player

Empathy and calm handling of situations

Customer service experience

Tools

Outlook

Word

Excel

Specialist software packages

Job description

Be the voice behind tomorrow’s digital connections

Permanent

Carlisle

About this role

This role will involve providing an outstanding, proactive service to our customers, no matter what stage they are at in their journey with us. You will be joining us at a very exciting time – we have several large contracts under our belt already and we are growing rapidly, the key now is to ensure we are always delivering the best possible service.

Main responsibilities

• Handle incoming telephone calls coming into the Customer Experience team and dealing with a range of general enquiries.
• Responding to customer emails.
• Logging support requests in a timely manner.
• General administrative duties using Outlook, Word, Excel and specialist software packages.

Working hours

This is a full time role working 37.50 hours per week, these hours will be worked between the following business hours:
Monday to Friday: 9am to 7pm
Saturday: 9am to 5pm
Sunday: 9am to 5pm

Experience required

• A telephone manner that is confident, professional, polite, friendly and positive.
• An understanding and an interest in IT and telecommunication products and services, would be beneficial.
• To be a team player and be willing and able to support others when needed.
• Experience in customer services or retail or hospitality would be an advantage.
• To be able to empathise and handle situations in a calm and reassuring manner.

About Grain

Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre‑optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.

With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future‑proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!

Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.

Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.

Benefits to help you thrive, personally and professionally!

£23,810 per annum

Annual leave allowance

We offer 33 days annual leave allowance (Including Bank Holidays)

Start saving for your future and we will contribute up to 7% towards your retirement.

Life insurance

We provide 4 times your annual salary to a nominated person, following a death in service.

Employee Incentive Scheme

Get financially rewarded for your hard work and dedication with an annual incentive scheme.

Employee Referral Scheme

Refer a friend or former colleague to join the Grain team and you could earn £££s!

Perks at Work

Take advantage of great discounts with selected nationwide retailers.

Assistance Programme

Our Employee Assistance Programme grants you access to wellbeing counselling and legal information should you ever need it.

Apply today!

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