About Us
We're on a mission to "Connect the real world with the digital world to improve lives” To get there, we govern ourselves with a set of simple, yet powerful guiding principles.
- We believe we make a difference to people’s lives.
- We care about each other & our customers.
- We challenge the Industry.
- We delivery on our promises and have fun doing it.
What will you be doing
As a first line support agent (Customer Experience Agent) you will be responsible for providing a professional and high quality service to all customers that require support with their broadband connections.
You will assist all types of customers with technical queries regarding their services, keeping them fully informed of the process whilst ensuring that all systems are updated.
Previous experience within a customer service and/or within an ISP is advantageous.
Working hours are between 8am-8pm on a shift rotation, Monday to Sunday.
Key responsibilities
- Ensure all customer contacts are dealt with efficiently, and to a high standard that result in high customer satisfaction (minimum of 85%)
- Provide first line technical support to Connexin customers via various channels such as live chat, telephone and email.
- Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
- Identify solutions for our customers services and escalate to the relevant departments when required.
- Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.
- Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
- Ensuring that complaints are adequately handled and concluded, escalating to your Supervisor where required.
- Accurately updating all customer cases, leaving a strong audit trail.
- Adherence to companies GDPR policy.
- Managing your own workload to meet objectives
- Undertake other duties as required, appropriate to the role, to support the company and department’s objectives.
Skills & Competencies
- Able to gain a basic technical and practical understanding of all Connexin products, platforms and systems
- Knowledgeable with Zendesk and other operational systems to ensure high level of service and customer satisfaction
- Highly competent at using IT systems to manage operations and support decision making knowledgeable of the Connexin network operations functions, including problem solving
- Proactive and has a solution mindset
- Self-motivated and driven
- Excellent communication skills
Experience
- At least one year’s experience in a customer-facing role
- Experience in a technical support role would be advantageous
- Proven experience in a customer service role within an Internet Service Provider is desirable
- Experience of working for an ISP is desirable but not essential.
Desirable
- ITIL foundation
- CompTIA
- Network+
- Leadership qualification
- Occupational related qualification
Perks & Benefits
- Great Culture & Awesome People - We strive to have an energetic and positive workplace, made even better by our ever growing team!
- Enhanced Annual Leave - Enjoy 25 full days of annual leave, eight bank holidays, and an extra day for your birthday
- Health Cash Plan - Cash back on health treatments and access to range of digital tools that protect your ongoing health both at home and at work.
- Enhanced Parental Benefits - Enjoy time with your new family and benefit from enhanced Maternity and Paternity pay
- Paid Study Time - Are you studying towards a qualification? Benefit from paid study time through Connexin Academy
- Paid Volunteer Opportunities - Employees are given the opportunity to give back to the local community while on the clock
- Pensions Scheme - Save for your future with our workplace pension scheme.
- Bike2Work Scheme - Benefit from this scheme, make huge savings, keep active and do your bit for the environment
- Employee Referral Scheme - Receive a bonus in your pay packet for referring successful candidates
- Flexible / Remote Working - We offer a fully flexible environment to work around you and your family life if your role allows
- Values Awards - Connexin conduct yearly Values Awards to recognise staff across the business. With the chance to win a bonus and a trip away
- Team Parties and Events - Take part in our team parties, company events and team building days
Equality and Diversity
Connexin is committed to ensuring that all candidates for any role at Connexin are treated equally and with respect. We hire on the basis of “the right person for the role” and we never discriminate against any candidate on the grounds of:
- Age
- Disability
- Gender reassignment
- Marriage or civil partnership
- Pregnancy or maternity
- Race
- Religion or belief
- Sex
- Sexual Orientation
We will endeavour to accommodate any request in respect of any disability needs that any candidate may have.
Benefits:
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Work Location: In person
