Job Title: Customer Service Advisor
Contract: 9 month FTC
Salary: £26,000 per annum
Working Hours: 37.5 hours per week Mondays to Saturday 08:00 to 20:00, and such additional hours as are necessary for the proper performance of your duties.
Sector leading benefits:
- Enhanced Family leave
- Critical illness cover
- BUPA Health checks
- Denplan
- Health insurance
- Life assurance
- Referral rewards programme
- Enhanced sick pay
- Bereavement leave
- Salary sacrifice pension scheme
- Enhanced annual leave
- Cycle to work
- E vehicle leasing
- EAP
- Discounted gym membership
- Tech scheme
The Role:
As a Customer Service Advisor at MS3 Networks your job purpose is to support the Customer Service Manager in delivering excellent customer experience to our wholesale customers. Being the first point of contact for customers you will be dealing with a wide variety of enquiries from Wholesale Partners, end customers of our Partners and also members of the public. Our CS Advisors are key to ensuring enquiries are dealt with efficiently and effectively and in line with the required key performance indicators. You will work closely with key departments to effectively record, monitor and action ticketsutilising our internal tracker system.
Role & Responsibilities:
- Ensuring wholesale customer queries are logged, managed, and resolved, via our ticketing system, in line with set Key Performance Indicators.
- Creating and updating customer records using the relevant system.
- Write clear reports and letters as required.
- Undertake research and analyse data.
- Draft documents for management.
- Liaise with operational staff, managers and technical specialists.
- Give our customers confidence in what they have done/said.
- Keeping customers up to date with information relating to queries.
- Maintain a positive and professional attitude towards customers at all times.
- Work efficiently and tidily, always maintaining a clean environment.
- Ultimately, you will help establish our reputation as a company that offers excellent customer service.
About you:
- Experience in a similar customer service team, customer service helpdesk role would be advantageous.
- Proactive problem solver.
- Calm under pressure.
- Good communicator with a ‘can-do’ attitude.
- Patience when handling tough cases.
- Can effectively plan and manage own time and actions to deadline.
- Ability to build professional customer relationships.
- Ensuring confidentiality and discretion is adhered to at all times.
- High level of accuracy and attention to detail.
- Demonstrate flexibility and be a team player.
- Ability to work on own initiative.
- Computer literate with the Microsoft suite of programmes such as word, excel,
- PowerPoint, Teams, OneDrive etc. Previous experience of updating a CRM is key, with Zendesk application experience desirable but not essential.
Why MS3?
We’re a fast-growing fibre network operator with big ambitions. Join us to shape a people-first culture in a company that values innovation, inclusivity, and ownership.
A bit about us: MS3 Networks is a dynamic fibre network operator based in Kingston-Upon-Hull, backed by significant investment and with a mission to be the best regional fibre provider. With ambitious plans to connect as many homes and businesses with full fibre, we’re a wholesale-only provider enabling ISPs to deliver up to 10Gb connections.
Recruiters: Please note that MS3 Networks are not accepting 3rd party applications. Any unsolicited submissions will be deemed to be out of scope of this policy and MS3 Networks will not be liable to make any payments for any candidates who have been submitted against our wishes and then successfully hired either now or at a later date.
MS3 are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Job Types: Full-time, Permanent
Pay: £26,000.00 per year
Benefits:
- Company car
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
Work Location: Hybrid remote in Kingston upon Hull HU13