Customer Loyalty Advisor

Gigaclear plc; Abingdon; On-site; GBP 26,000 - GBP 41,000; Full time

Job summary

A leading broadband provider in the United Kingdom seeks a Customer Service representative to enhance customer retention and promote service upgrades. The ideal candidate will possess a customer service mindset and problem-solving skills, while working in an office environment. Offering a salary of £26,000 with OTE of £41,000, the position includes various benefits such as a generous pension plan, health initiatives, and flexible working arrangements.

Benefits

Generous employer pension

Health cash plan

25 days holiday plus bank holidays

Flexible working environment

Unlimited access to online training

Company funded social events

Qualifications

• Patience in handling customer queries.
• Experience in a customer service role is preferable.
• Ability to adapt to a fast-paced environment.

Responsibilities

• Assist customers in recontracting and upgrading services.
• Collaborate with sales and marketing teams.
• Track customer orders and satisfaction.
• Handle inbound and outbound calls.
• Work occasional late shifts and on Saturdays.

Skills

Customer service mindset

Problem-solving abilities

Ability to build rapport

Willingness to learn broadband products

Job description

We are always on the lookout for talented individuals who want to make a real impact on our mission by joining this growing and exciting business.

Overview

This is a Customer Service based role, with the aim of retaining customers (e.g. when their contract runs out) and would also include an element of increasing revenue through highlighting and discussing options for upgrades and additional services.

Salary is £26,000 with a realistic uncapped OTE of £41,000; many members of the team exceed this.

Responsibilities

• Learn about our broadband products and services and help customers recontract and upgrade their service and equipment.
• Collaborate with our sales, marketing, and customer operations teams to improve customer retention.
• Use our database to accurately track customer orders and satisfaction.
• Manage a mixture of inbound and outbound calls.
• Adapt to an office-based role with occasional out-of-hours contact as needed.

Qualifications and Skills

• Customer service mindset with patience and problem solving abilities.
• Ability to build rapport quickly and think about how earnings are spent.
• Willingness to learn our broadband products and services and collaborate with cross-functional teams.

Location and Hours

Office-based role with occasional late shift (11:00 to 19:30) and one Saturday in four (time off in lieu the following week; can be worked from home).

Benefits and Rewards

• Generous employer pension; up to 8% matched contribution
• Income protection and life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling and legal advice
• Unlimited access to online training and development via our Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events

Application and Compliance

We are committed to the fair treatment of staff and potential staff regardless of race, gender, religion/belief, sexual orientation, age, pregnancy/maternity, marital or civil partnership status, disability, dependants or background. The information collected in this form helps us ensure equality in our services and is treated confidentially in accordance with data protection requirements. Our policies allow you to indicate prefer not to say in many questions.

To which gender identity do you most identify? | What is your age range? | Relationship Status | What is your nationality? | What is your ethnicity? | What is your religion or belief? | Do you consider yourself to have a disability? | If you have a medical condition, the law requires reasonable adjustments to the job content or working environment. We may collect information about caring responsibilities.

We monitor application data to provide statistical information only and in completing the form you consent to this use of your data.

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