Customer Resolution Advisor – Carlisle
Role Profile
We are seeking a dedicated and proactive individual to join our Complaints and Customer Experience team. In this role, you will play a key part in delivering exceptional customer service, investigating and resolving complaints, and ensuring a positive experience for both current customers and potential future customers. Your responsibilities will span streetworks-related queries, installation complaints, and general customer service tasks. If you are a problem-solver with a passion for making a difference within our team, we want to hear from you!
Main Responsibilities
Streetworks:
- Answer questions and queries regarding ongoing works in the street, offer solutions to concerns and ensure contractors are aware of any resident requirements,
- Investigate issues and reports of damage, see these through to their end
- liaise with different members of the business to resolve residents’ concerns
Install complaints:
- Handle a variety of customer queries, booking engineers and speaking with customers to resolve complaints at various points in their customer journey
- Problem solve to help customers get the most out of their broadband
- Investigating issues and reports of damage with a keen eye to understand what has gone wrong and where we can improve
- Book appointments for engineers to attend
General Customer Service:
- Handle incoming calls to the customer experience team and direct enquiries to the correct department,
- Respond to customer emails
- Logging support requests in a timely manner
- General administrative duties using Outlook, word, Excel and specialist software packages.
Reviews/NPS:
- Reply swiftly to reviews in an appropriate manner, taking any action where required,
- Connecting to customers who have left poor reviews to understand and improve their experience, with a view to improve our overall ratings and understand customer feelings/opinions
Working hours
37.5 hours per week, these hours will be worked Monday – Friday, 9.00am – 5.00pm
Experience required
- Customer service experience
- Experience and knowledge of MS Office
- Comfortable working with targets
- Patience and ability to manage difficult conversations
- Skilled in negotiation
- Problem-solving skills
Excellent Employee Benefits
- Salary £26,260 per annum
- 25 days annual leave, plus paid bank holidays
- Up to 7% pension contribution
- 4 times salary life insurance cover
- Employee Incentive Scheme
- Employee Referral Scheme
- Perks at Work Scheme
About Grain
Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.
With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!
Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.
Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.
Pay: £26,260.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Referral programme
Work Location: In person
