At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
FibreNest, part of the BUUK Infrastructure Group, are looking for 3x Customer Support Specialist's who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Our FibreNest contact centre operates between the hours are between 08:00 - 20:00 Monday - Friday, and 09:00 - 17:00 weekends and bank holidays, with our Customer Support Specialists rotating through weekly shift patterns.
Purpose of this role
To deliver outstanding service and support across our broadband, billing, and technical services. This includes a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.
Your key responsibilities are
Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
Keeping customers updated at timely intervals where follow ups are required or making service engineer appointments.
Communicating with customers via a variety of channels, including phone, email, online chat and via written letter in an appropriate, professional manner.
Update internal CRM system with account changes and notes.
Basic triaging of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service engineer appointments.
Assisting customers with account queries and ensuring payments are met or plans monitored. Escalation to Arrears team if required.
Assisting potential customers to understand products and packages offered by FibreNest and promoting the brand.
Continual improvement of customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.
Contribute effectively towards maintaining team cohesion and morale.
Communicating with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
Work closely with colleagues to ensure appropriate resources are engaged to ensure customer requirements are achieved.
Continually develop professionally in all aspects of the role.
Use approved systems continually to log all work-related activity and only work on approved tasks.
Suggest up-sell/cross-sell products to customer where relevant and where it may add value to the customer’s experience.
Experience/Knowledge
Understanding fundamentals of CRM systems and MS Office.
Abilities/Skills
Effective interpersonal and communication skills.
Ability to effectively engage with customers and to own the appropriate resolution of issue(s).
Positive, self-motivated, and able to respond effectively to working in a fast paced and dynamic environment.
Highly organised self-starter.
Demonstrable to prioritise workload and problem solve.
Desirable
Understanding of SharePoint, MS Teams/Slack.
Previous experience in a customer facing role.
What can you expect from us
Cost of living annual pay review
Company pension contributions up to 3% if employees contribute 5%
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks
Enhanced maternity, paternity and adoption pay
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax)
Hybrid working for eligible roles
Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
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