Job Description

Role: Customer Service Representative
Location: L3 9QJ
Contract Type: Temporary ongoing
Pay Rate: 15.97 per hour
Working Pattern: Full-time, 37.5 hours per week, Monday-Friday (between 08:00-17:30 on a 3-week rota)
Hybrid Working: 2 days per week (after training and competency achieved)
Training: 6 weeks (100% attendance required)
About the Role
Join the UK's biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology. As a Customer Service Support Representative, you'll be the key contact for UK business customers, managing the full delivery of complex IP Voice and network solutions-including Cloud Voice, BTnet, Broadband, and SIP Trunks.
You'll take ownership of customer orders, solve problems, and ensure smooth installations by working closely with engineers, internal teams, and customer IT departments. You'll also maintain accurate records, resolve data issues, and keep customers informed using our "Great Conversations" approach.
Key Responsibilities

• Resolve order entry issues to maximize revenue.
• Monitor workflow ahead of customer-agreed dates across all system queues.
• Identify complex projects early and validate with customers to ensure timely, professional management.
• Coordinate tasks per KCI points, tailored to customer needs, while meeting compliance and supplier SLAs.
• Manage project tasks proactively across all products, escalating as needed.
• Meet team standards, keep customers updated, and close BT orders promptly to secure revenue.
• Own and resolve escalations from customers or BT departments efficiently.
• Keep customers informed of order progress against milestones.
• Build strong relationships with internal and external stakeholders.
• Own and resolve failed or overdue orders beyond supplier forecasts.
• Escalate failed tasks through agreed paths to expedite resolution.
• Follow all operational procedures consistently.
• Deliver Lead to Sales objectives to drive revenue growth.
• Use decision-making to offer alternative solutions, balancing cost and customer connectivity.
• Apply commercial awareness in decisions, including waiving TRCs or offering goodwill.
• Support team members and contribute to overall group performance.

Skills Required

• Strong communication and customer service skills
• Problem-solving and decision-making ability
• Good computer skills (Word, Excel, internal systems)
• Attention to detail and data accuracy
• Knowledge of broadband, cloud, and voice products
• Ability to work independently and as part of a team

Benefits

• Competitive pay and incentives
• Hybrid working options
• Full paid training
• Access to Blue Arrow training portal
• Pension scheme
• 28 days paid holiday

We are proud to be an inclusive employer. We welcome applications from all backgrounds and communities, and we are committed to building a team that reflects the diversity of our society.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Skills Required