Job Description

The LightSpeed Experience

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people.

About us

We've been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.?

Join us

Here at LightSpeed, we're going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.?

This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team - you can be yourself here and everyone is welcome. So, join us! ?

Job Purpose

We're looking for a Customer Care Specialist to join our Customer Support team. You'll be responsible for responding to customer contact over the phone, email, Live Chat, SMS and Social Media - delivering an exceptional customer experience at every touchpoint of their journey with us. You'll also play a key role in the day to day management of all field engineers and their associated activities.

Key Responsibilities

Taking inbound queries via phone, email, Live Chat and SMS - building a rapport with, and delivering a personalised service to every customer. Outbound contact to customers to ensure we fully understand their needs and identify additional requirements. Keeping our customer management system up-to-date with relevant notes and tasks. Troubleshooting and identifying solutions to any customer issues, including the resolution of technical issues. Organising and booking installation appointments and service visits - paying close attention to engineer locations and planning travel routes that maximise engineer time. Contribute to the continuous improvement of the business by providing feedback and sharing best practice.

Key Requirements:

Exceptional customer-focused written and verbal communication skills. Confident learning and navigating internal systems as well as technical specifications and detail relating to the products we offer. Ability to adapt communication style to each customer - translating technical jargon and information into easily understandable terms where required. Unrelenting focus on getting the right outcome for the customer first time and removing the need for repeat contact. Awareness of the importance of accurate notes and recording next best action. Ability to work in a fast paced, dynamic environment.

What you can expect from the interview process

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we'll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

What we can offer you

Competitive Holiday Allowance + Bank Holidays Medical Health Insurance Death in Service Cover of 4 x Salary Pension Bonus Scheme Social Events EAP System Opportunities for Growth & Development Free LightSpeed Broadband - If you're in our area Cycle to Work Scheme Employee Discounts Gym Membership Health & Wellbeing Birthday Day Off
Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking Gym membership Health & wellbeing programme On-site parking Private medical insurance
Schedule:

Day shift Holidays Monday to Friday Weekend availability
Application question(s):

Are you proficient using MS Office (Word, Excel, PowerPoint). Experience of using CRM systems could be an advantage although not mandatory? Do you have an ability to automatically manage and prioritise tasks even when things change at short notice? Do you have a confident telephone manner and the ability to build rapport? Do you have WIFI experience or contact centre experience in a technical/1st 2nd line support role?
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: Customer Support Executive