About the Company
Fibre Nova, a registered Internet Service Provider in the UK, is dedicated to powering the digital world by providing high-speed broadband to communities and businesses. In today's connected landscape, reliable internet access is essential for work, learning, and leisure. Our mission is twofold: to deliver Full Fibre broadband that empowers people to thrive online, and to ensure that ultra-fast connections are available to all - wherever they may live or work. Fibre Nova proudly brings these transformative services to MDUs and businesses across the UK, creating seamless online experiences that foster growth and development.
The Role
Are you looking for a desk-based technical customer service/support role? We'd love to connect with you to discuss your experience!
At Fibre Nova, we are a fast-paced and growth-focused business dedicated to delivering an exceptional customer experience. We're seeking adaptable individuals who are passionate about broadband technology and technical support. If you put customers first and strive to provide top-notch service, we want you on our team.
In this role, you'll be the first line of support for our customers, confidently resolving their enquiries in a timely manner through phone, email, and webchat. Join us, and help us continue to provide a seamless, high-quality experience for every customer. Your input is key - you can make a difference by offering advice and feedback on current methods. Together we can ensure our customer experience is top notch!
Key Responsibilities
- Act as the first point of contact for residential and business customers via telephone, email, and webchat, delivering exceptional customer service at every interaction.
- Diagnose and resolve broadband, connectivity, and networking issues, escalating complex cases where necessary.
- Proactively monitor and manage customer tickets, support inboxes, and service requests, ensuring all enquiries are handled within agreed service levels.
- Take ownership of customer complaints and service issues, ensuring timely resolution and maintaining a positive customer experience throughout.
- Build strong relationships with customers by communicating clearly, professionally, and empathetically.
- Identify recurring customer issues and work with the wider business to implement long-term solutions.
- Support the continuous improvement of customer service processes, systems, and procedures to enhance efficiency and customer satisfaction.
- Provide feedback and recommendations on customer experience initiatives, helping Fibre Nova deliver best-in-class service.
- Maintain accurate customer records within CRM and ticketing systems, ensuring all customer interactions are documented appropriately.
- Collaborate closely with Operations, Sales, Network, and Technical teams to ensure seamless issue resolution and service delivery.
- Monitor customer trends and identify opportunities to improve service performance and reduce customer effort.
- Contribute to the development of internal knowledge bases, support documentation, and troubleshooting guides.
- Stay up to date with Fibre Nova products, services, and industry developments to provide accurate support and advice.
- Promote Fibre Nova's customer-first culture by consistently putting the customer at the heart of every decision and interaction.
- Assist with onboarding new customers and ensuring a smooth transition into Fibre Nova services.
- Support business growth by identifying opportunities to improve operational processes and customer retention.
Qualifications and Experience
- Customer service experience, preferably within a technical role – 3 years
- Experience using a CRM and customer ticketing system
- Experience with problem solving and providing solutions to customers
- Ability to collaborate with other departments to deliver solutions based on problems faced
- Confidence in building your own knowledge through research and development within the industry
What You Will Get
- Laptop and associated software
- Branded workwear
- 26 days annual leave
- Enrolment into company pension plan
- The opportunity to be part of a growing team
Reporting to: Head of Operations
Salary
£26,500 per annum + other benefits. Expenses will be reimbursed in line with the company expenses policy for any personal expenditure incurred on behalf of Fibre Nova Ltd.
Pay: Up to £26,500.00 per year
Work Location: In person
