Customer Operations Exec.
Join our growing team Commercial Full time Permanent Do you enjoy talking to people and solving problems? Do you want to join a small friendly and dedicated support team? Since 2015, Highland Broadband has focused on closing the digital divide by rolling out industry-leading gigabit-capable fibre broadband to towns and villages in rural and semi-rural Scotland. We are looking for more friendly and dedicated customer service team members to join our newly appointed Customer Operations team in the centre of Inverness. Reporting to the Call Centre Manager, you will be part of our dedicated Customer Operations team, performing a pivotal role in our customer's journey. Your role will involve dealing with questions from customers at different points within their journey (ranging from who we are, what is full fibre to when can they be installed… and everything in between). You will ensure our customers understand the full benefits of our products, consulting with them to get the best overall package for their needs. As this role requires you to be available when our customers need us, there is likely to be an element of early evening work shared across the wider team. What you will do Respond to enquiries from new customers (via both phone, email, web chat), identifying their needs & aligning them with relevant products. Ensure that customers are kept fully informed throughout their onboarding, whilst managing all administrative activities such as arranging their installation and setting up their customer account correctly. Manage your customers in line with our key performance indicators, delivering an excellent service experience for all customers. Identify those customers that need tailored support and fully assist them until their fibre service is up and running. Liaise and partner with other internal teams (such as Finance and Field Engineering) to ensure that the onboarding journey is kept simple and seamless for our customer. Help respond to comments placed on social media channels. What you will need You'll bring a customer-first mindset and be committed to providing an excellent overall customer experience. Previous experience working with customers is desirable; however, as full training is provided, we are open to applications from candidates with good communication and organisation skills and the ability to become a reliable and supportive member of our small dedicated team. Hours 35 hours per week between 8am and 8pm Monday to Friday Please apply by uploading your CV and include a short cover letter outlining your interest in this post.
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Join our growing team Commercial Full time Permanent Do you enjoy talking to people and solving problems? Do you want to join a small friendly and dedicated support team? Since 2015, Highland Broadband has focused on closing the digital divide by rolling out industry-leading gigabit-capable fibre broadband to towns and villages in rural and semi-rural Scotland. We are looking for more friendly and dedicated customer service team members to join our newly appointed Customer Operations team in the centre of Inverness. Reporting to the Call Centre Manager, you will be part of our dedicated Customer Operations team, performing a pivotal role in our customer's journey. Your role will involve dealing with questions from customers at different points within their journey (ranging from who we are, what is full fibre to when can they be installed… and everything in between). You will ensure our customers understand the full benefits of our products, consulting with them to get the best overall package for their needs. As this role requires you to be available when our customers need us, there is likely to be an element of early evening work shared across the wider team. What you will do Respond to enquiries from new customers (via both phone, email, web chat), identifying their needs & aligning them with relevant products. Ensure that customers are kept fully informed throughout their onboarding, whilst managing all administrative activities such as arranging their installation and setting up their customer account correctly. Manage your customers in line with our key performance indicators, delivering an excellent service experience for all customers. Identify those customers that need tailored support and fully assist them until their fibre service is up and running. Liaise and partner with other internal teams (such as Finance and Field Engineering) to ensure that the onboarding journey is kept simple and seamless for our customer. Help respond to comments placed on social media channels. What you will need You'll bring a customer-first mindset and be committed to providing an excellent overall customer experience. Previous experience working with customers is desirable; however, as full training is provided, we are open to applications from candidates with good communication and organisation skills and the ability to become a reliable and supportive member of our small dedicated team. Hours 35 hours per week between 8am and 8pm Monday to Friday Please apply by uploading your CV and include a short cover letter outlining your interest in this post.
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