Job Description

Who are we:

toob is a new full-fibre broadband provider on a mission to transform the South of England's internet experience by delivering the fastest broadband, so homes, businesses, public services, and community groups can experience its life-changing full-fibre connectivity.

The Role:

Based from our contact centre in

Stockton-on-Tees

, we are looking for personable, enthusiastic, service-focused Customer Services Advisors to action and resolve enquiries whilst upholding our people-centric culture. As a Customer Services Advisor you will be the point of contact for our for all our toob customers' enquiries via Social Media, email and phone.

Key Responsibilities:

Effectively handle existing customer enquiries across a variety of channels, including phone, email and social media Display strong product knowledge and customer service skills to identify and understand the customer's requirements, building rapport and showing empathy to resolve and offer solutions Explain complex information clearly and simply using excellent communication and listening skills Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact. Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled. To process orders for new customers, promoting and representing the brand in a positive and professional manner take ownership of customer issues, employing a calm and methodical manner to clearly set and manage customer expectations through to resolution Regularly track your progress against KPIs and SLAs, ensuring productivity targets are consistently achieved
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What you'll bring to toob:

Passionate about delivering an excellent service in every customer interaction Previous experience within a customer service role is essential A friendly, confident telephone manner with a positive attitude and approach Self- motivated, resilient, and driven to exceed performance targets and resolve customer issues Methodical, logical approach to problem solving with high attention to detail and the ability to multi-task. A great team player who enjoys interacting & supporting others Excellent written communication skills with the ability to adapt your style when needed Enjoy working in a fast-paced environment and problem solving Flexible attitude towards working shifts and weekends but a number of work patterns available Right to work in the UK
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What we offer you!

A positive, collaborative, and supportive work environment Annual leave - 25 days Annual Bonus Group Pension Group Critical Illness Private Medical Scheme Development opportunities

Family Friendly Benefits

Enhanced maternity & adoption pay - up to 6 months full pay Enhanced paternity leave and pay - up to 3 weeks full pay Fertility treatment leave - up to 5 days paid leave per cycle, for up to 2 treatment cycles Pregnancy loss leave - up to 5 days paid leave for pregnancy loss under 24 weeks Enhanced parental bereavement leave - up to 2 weeks full pay for the loss of any child from 24 weeks gestation to 18 years of age
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Shift Pattern:

Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 week in 4 on late shifts. The earliest start time is 8am and the latest finishing time is 8pm.

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Our Values:

toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you're excited about this role but unsure if you meet every requirement, we encourage you to apply.

Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application

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If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you!

Job Type: Full-time

Pay: 25,397.00 per year

Additional pay:

Yearly bonus
Benefits:

Company pension Free parking On-site parking Private medical insurance
Work Location: In person