Job Description
Are you looking for a Customer Service/Administration, IT / Telecoms role?
Looking for a role where you can progress?
Do you enjoy solving problems and speaking with customers over the phone?
This role has those things and more to offer.
Located in Newcastle upon Tyne, you will be working in a team dealing with our business customer queries about our telecoms products and services via phone and email.
Full training will be provided.
To provide high quality 1st line support for all aspects of our business whilst working closely with I.T and Telephone Service teams.
What’s in it for you?

• A great team to work collaboratively with – they’re a lot of fun with a good work ethic.
• A competitive salary, lots of company benefits, rewards, recognition and more.
• Training in our products and services.
• The opportunity to learn, develop and progress in the team or in other areas of the business.
• The role is desk based, There’s free parking outside and on-site.

Responsibilities:

• Answer all incoming calls, emails, and technical queries professionally and effectively.
• Process Contracts from start to finish, Creating accounts on our CRM, arrange installs, Liaise with the customer throughout the process.
• Accurately log details of all faults as they are received on the CRM platform and ensure they are forwarded to the relevant team.
• Investigate and resolve customer network services issues and faults (Telephone Lines, Broadband, Fibre Circuits etc.)
• Engage with suppliers via telephone, email, and online portals.
• Provide regular and timely updates to the customer including information from other parts of the business if required.
• Complete adhoc service requests from customers e.g., network diverts.
• Investigate and resolve company Mobile faults (O2, Vodafone, EE).
• Log calls / faults and maintain dialog with subcontractors ensuring a timely fix whilst keeping the customer informed.
• Liaise with internal departments (accounts / provisioning team) where required to resolve / investigate issues.
• Deal effectively with all hardware equipment faults, issuing return notices for units still under warranty.
• Embrace change and provide constructive ideas for improving service, working methods and environment.
• Any other reasonable duties and responsibilities considered appropriate.

Key skills required:

• Experience of working in a technical helpdesk environment.
• Experience of interacting with online portals.
• Attention to detail and the ability to meet deadlines and service standards.
• Excellent Telephone manner.
• Ability to build good customer relationships.
• Good understanding of the Telecoms industry.
• Communications fault finding and diagnoses experience.
• A good knowledge of the relevant Microsoft Office packages (e.g., Outlook, Word, and Excel).
• Ability to stay calm and focused under pressure.
• Good organisation and planning skills and the ability to work well in a team.
• Dependable and flexible.

What do we need from you?

• BTEC ICT/or equivalent
• Equivalent of GCSE Mathematics and English Grade C or above
• IT Literate
• Experience of using CRM databases to log and manage customer tickets.
• Proven record of quality customer service excellence.

Interested?
Submit your application and we’ll be in touch.
Please note all roles that move to offer are subject to receipt of satisfactory references and an identity check.
Job Types: Full-time, Permanent
Job Duties:

• Answer incoming customer inquiries.
• Stay up to date on new products, services, and policies.
• Collect and report customer feedback to ensure that best practice is recognised and maintained.
• Engage with customers in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Other duties as requested.

Job Types: Full-time, Permanent
Pay: £23,000.00-£23,500.00 per year
Additional pay:

• Bonus scheme
• Commission pay

Benefits:

• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Experience:

• Technical support: 3 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person
Reference ID: Customer services & Business operations