Job Description

Location: Stoke-on-Trent
Contract: Temporary
Hours: Full-time
Hybrid Working

The Customer Service Representative role is there to assist our customers; to resolve account queries, share information about our build phases, fibre-internet and generally be there to listen and assist with all of our customer’s needs. The Customer Service team is also able to sign-up interested customers, for which commission is paid, with no cold-calling whatsoever. Working on handling calls, emails and live-chats, LilaConnect is looking for bright, enthusiastic individuals who want to help others in order to grow our team.

Are you an independent thinker, friendly, proactive, with strong customer service skills?

And are you interested in working in a changeable and developing organization?

Customer Service Function:
• Deal with customer requests & queries through all methods of customer contact.
• Communicate with customer queries patiently and resolve the issue efficiently.
• Escalate any issues internally and appropriately to ensure customer issues are resolved.
• Respond to the problems of the customer in a timely and efficient manner.
• Look after customer accounts and update their transaction status when required.
• Draft the necessary documents, letter or statements, as required by the customer and inline with internal process.
• Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
• Coordinate with other internal departments to find solutions and resolve customer issues.
• Any other reasonable duties requested as directed by management.
• Satisfactory completion of a basic Data and Baring security Checks (DBS) or other in country security checks.

Customer Service Skill:
• Should have great communication skills: listening, written and verbal communication.
• Should be able to understand relevant data and be attentive to detail.
• Should exhibit patience when communicating with the customer and remain composed.
• Should be flexible to the customer requirement.
• Take ownership in resolving customer issues and ensure customer satisfaction.
• Demonstrate a can-do attitude with the ability to remain focussed in a busy environment.

Technical Skills:
• Should have excellent computer skills.
• Should have an excellent understanding of social media channels.
• An understanding of the telecoms industry and associated supply chain.
• Able to resolve 1st Line IT issues.
• Able to troubleshoot technical detail, to analyse, and pass to the appropriate resolver group.

Training and development:
• Full training will be provided for this customer service role.
• You will be encouraged to learn and develop your skills in all relevant areas that support the
business in line with the company’s values detailed below.

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.