Complaints Advisor - Portsmouth, United Kingdom - toob Ltd

toob Ltd

Verified Company

Portsmouth, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This role is known here at toob as
Customer Relations Advisor (Complaints and Social Media)
toob are an award-winning* full-fibre broadband provider actively transforming the South of England's internet experience.

Founded by a team of experienced directors from some of the world's biggest telecommunications brands, we offer simple, affordable access to our full-fibre network so every household and business can benefit and thrive in the digital age.

We have a bold plan to open our network to more than a million premises across the South of England over the next 10 years and want to play an active role in helping the communities around the area to thrive.

Due to the success of our business and recent £300 million investment, we are looking to expand our Customer Relations Advisor team (Complaints and Social Media).

If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you

The role:

You will be driven to deliver an effective, efficient, and professional service, while ensuring high levels of customer satisfaction are achieved and all interactions result in a positive customer experience.

What you'll be doing:

Take ownership of customer complaints and dissatisfaction with a calm and methodical approach, monitor, and follow up until fully resolved
Display strong customer service skills to identify and understand the customer's requirements, while building rapport and showing empathy
Explain complex information clearly and simply to our customers on the phone, by using excellent communication and listening skills
Engage effectively with our customers, providing support to maximise opportunities for fault resolution at first point of contact
Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled
Promote and represent our brand in a positive and professional manner
Collate and present structured information to the Customer Service Manager
Identifying and highlighting improvement opportunities in ways of working.

What you'll bring to the role:

Previous experience in a complaint handling role is essential
Demonstrable experience in handling customer communication on phone, social media and other digital contact channels
Excellent written communications skills with the ability to adapt your style when needed
Passionate about delivering an excellent service in every customer interaction
A background in confidently handling customer complaints is a requirement
A confident telephone manner with a friendly, positive attitude and approach
Methodical, logical approach to problem solving with high attention to detail and the ability to multitask
Selfmotivated, resilient and driven to meet and exceed performance targets and resolve customer issues
A great team player who enjoys interacting & supporting others
Enjoy working in a fastpaced environment and problem solving
Live within a commutable distance to our Portsmouth HQ as this is an fulltime, officebased role
Have the right to work in the UK without restriction.

toob Benefits:

A positive, collaborative, and supportive work environment
Annual Leave 25 days
Annual Bonus
Group Pension
Group Critical Illness
Group Life Assurance
Private Medical Scheme
Development Opportunities

About toob:

Best Urban Fibre Provider 2023 (UK Fibre Awards 2023) and SME of the Year Award 2023 (Central South Business Awards)

Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here.

The world of work is changing and it's critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.

Job Types:
Full-time, Permanent

Salary:
£24,960.00 per year

Benefits: