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Customer Service Representative

How to apply

Please complete the registration form and email along with your CV to brent.works@brent.gov.uk.

Please ensure you complete all sections of the form, including the Equality & Diversity Monitoring section and submit both the form and CV together or your application will not be processed.

 

 

Job Title

Customer Service Representative

Location
London
Job Code
BW723
Contract hours

Full time (40 hours)

Salary up to £21,000
Number of vacancies

1

Estimated start date

August 2020

Application closing date

8th August 2020

Summary

Our organisation is on a mission to bring “Better Internet to Everyone”, unlike many traditional "fibre broadband" providers where old and slow copper technology is used, and to install optical fibre cables directly to homes giving the customer access to “true” fibre broadband.

Since December 2015 our key achievements have been:

  • Raised £90m investment from large institutions
  • Acquired 300,000 wayleaves across Local Authorities, Housing Associations and Private Landlord
  • Deployed our full fibre infrastructure to 91,000 premises
  • Connected over 8,500 customers

We are here to disrupt the market and change the rules of the game. Our teams are empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop. Every member of our team plays an integral part of our success. Our environment is fast-paced and dynamic. Our Paddington workspace is bright and vibrant offering more than a community of start-ups, from a sunny rooftop garden, to creative break out spaces complete with the requisite ping-pong tables.

Job purpose:

To deliver an exceptional customer experience to our B2C and B2B clients, breaking the mould from the telecom industry’s notoriously poor customer service. The key characteristics of an excellent Customer Service Representative that we are looking for are: Empathy, ability to prioritise your workload, calm under pressure, interest in technology, personable/friendly, proactive and efficient. Flexibility would be required as our customer service team work a rotating shift pattern including some weekend work (from home).

Key responsibilities

  • Taking inbound customer queries over the phone, email and webform.
  • Troubleshooting technical issues with customers.
  • Organizing installations and service calls with field engineers.
  • Liaising with Operations to ensure build issues are resolved in a timely manner.
  • Dealing with billing queries.
  • Customer retention.
  • Advising customers and prospective customers on the product and services that fit their needs so they get the best out of their full fibre connection.

Qualifications and experience

  • Proven experience as a Customer Services Representative, ideally within a similar working environment. 
  • Previous experience in a telecommunications/technology based environment is advantageous.
  • Working knowledge and understanding of Zendesk or similar ticketing systems is advantageous.

We are an equal opportunities employer that values diversity in our team; we welcome applications from all backgrounds.

 

Please note: Priority will be given to Brent residents in the first instance. This vacancy may close before the advertised closing date if a sufficient number of suitable applications are received. Early application is therefore recommended.