[Hiring] Customer Service Executive @Substantial Group

Role Description

As a Customer Service Executive, you will report to the Customer Service Manager and work remotely. Your hours will be full-time, Monday to Sunday, from 8am to 8pm, on a shift rotation (including weekends and bank holidays).

• Serve customers via multiple channels: phone, email, live chat, and social media platforms.
• Manage personal workload and commit to excellent customer service to reduce repeat interactions and improve resolution quality.
• Have working knowledge of in-house systems to resolve customer queries promptly and provide necessary information and support.
• Troubleshoot simple and complex technical issues over the phone.
• Book new customers for service installations.
• Assist with billing inquiries and reconciliation.
• Work alongside network partners to ensure they have all relevant information to complete customer requests.
• Participate in projects assigned by the Customer Service Manager or Operations Manager.
• Perform general admin tasks within the customer operations department.
• Maximize personal skills, knowledge, and experience to positively impact performance and assist in achieving business goals.
• Share ideas and feedback to help build a stronger team.

Qualifications

• Great attention to detail and a desire to get the job done right.
• Excellent communication skills, both verbal and written.
• Solution-focused mindset.
• Well-organized with the ability to work to tight deadlines.
• A team player with a can-do attitude.
• Believes in and exhibits PRIDE (personal responsibility in delivering excellence).

Benefits

• Equity – a real part of the company!
• 25 days holiday plus bank holidays.
• Pension scheme that matches your contribution up to 8%.
• Health care cash plan.
• Cycle to work scheme.
• Employee assistance programme.
• IT equipment provided.
• Remote working options.
• Discounted gym memberships.
• Retail offers – discounts from recognizable brands.
• Company events.
• Travel expenses paid.
• Annual bonus up to 30% of salary (discretionary of the business).
• Free YouFibre broadband if you are within our area, plus friends & family discount.
• Life assurance covering 4 times your basic salary.
• Colleague referral scheme of £500.
• Continuous development and long-term career prospects.

Company Description

YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, we aim to bring ultrafast Internet to our customers, guided by the principles of flawless customer support, fair contracts, and affordable pricing.

• National, full-fibre broadband provider.
• Supplies homes and businesses across the UK with ultrafast and ultra-affordable internet, up to 10,000Mbps.
• Customer happiness is our number one priority.
• Fantastic team of UK-based sales agents, support centre staff, and technical experts.