Job Type: Temporary
Job Title: Customer Service Representative
Department: Customer Services
Reports To: Customer & Service Delivery Manager
Main Responsibilities
As a Customer Service Representative, you will be the first point of contact for customers, handling inquiries, troubleshooting service issues and ensuring customers satisfaction with LilaConnect products and services.
Key Responsibilities
Act as the first point of contact for customers, responding to enquiries via phone, email, chat, social media and the ticketing platform.
Provide clear, accurate information on products, services, billing and technical support.
Manage customer orders, upgrades, cancellations and account modifications.
Maintain accurate, detailed records of all customer interactions in the CRM system.
Investigate and resolve customer issues, coordinating with internal teams where needed.
Escalate complex or unresolved issues to senior colleagues when appropriate.
Follow up with customers to confirm resolution and ensure satisfaction.
Meet or exceed performance metrics including call handling time, customer satisfaction, and first‑time resolution.
Contribute to continuous improvement of customer service processes and overall customer experience.
Stay up to date with current products, promotions, policies and service changes.
Personal Attributes
Strong customer‑focused attitude.
Patience, empathy and professionalism when dealing with challenging situations.
Positive approach to problem‑solving and conflict resolution.
Adaptable and able to manage changing customer needs and technologies.
Team‑oriented, collaborative and motivated to achieve high service standards.
Skills and Experience
Essential
Proven experience in a customer service role within the utilities sector (preferably telecoms).
Excellent verbal and written communication skills.
Strong problem‑solving ability with a proactive approach to issue resolution.
Technical understanding of FTTx products, ISP fibre broadband, router connectivity issues, switches and IP addressing.
Ability to use CRM systems and maintain accurate records.
Flexibility to meet contact centre operating hours.
Desirable
Experience working in telecoms, particularly fibre‑based services.
Previous customer service or contact centre training.
Experience in a service support environment.
Familiarity with service desk/ticketing platforms.
Sales or upselling skills.
Proficiency with CRM systems and digital communication tools.
Qualifications
Customer Service experience
Customer Service NVQ Level 3.
Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.
As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.
Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.
As a UK fibre network provider, we believe that high-speed broadband should be available for everyone. Our vision is to take fibre off the beaten track, providing fast, reliable connectivity with the best possible customer experience. So, we’re connecting homes and businesses in the cities and in the sticks – creating an affordable, optical fibre network which will last for generations.
Our aim is for our people, our partners and our suppliers to work together with the common purpose; to make full fibre, high-speed broadband available to everyone, at a price that is affordable.
We’re based in the North West of England and we’re dedicated to driving change across our local area and beyond. We partner with Internet Service Providers to optimise the UK’s fibre network. Together we deliver the best possible customer experience whilst driving down costs and improving the speed of roll-out. Our management team has extensive knowledge of the UK telecommunications industry. We’ve all got experience in rolling out high-speed fibre networks, both cost-effectively and at speed.
With our knowledge and expertise, we innovate and challenge conventional thinking to deliver an inclusive, high-speed fibre infrastructure. Our team are all encouraged to speak out and contribute wherever they feel they have something to offer. We value energy, ideas and we show care and consideration for everyone and everything we touch in our work. Most of all, we enjoy what we do and we are dedicated to making a difference.
