Customer Service Representative

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name. We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

• We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
• We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
• We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

Do you enjoy supporting customers and finding a solution? Would you like to be apart of a supportive, positive, fast past team that also offers training and development?

Our customer service team is a seamless extension of our brand, committed to service excellence and passionate about delivering relationship-based service, rather than transaction-based interactions. We aim to provide a high-touch experience for our customers each and every time, personifying what it means to be a trusted advisor in answering questions, solving problems and recommending plans and upgrades that meet our customers’ needs.

We are looking for team members who can deliver personalised service, who value our customers as much as we do, and who are always flexible to meet our ever-changing business needs

What you’ll be doing:

• To deliver an exceptional customer experience to our B2C and B2B clients, breaking the mould from the telecom industry’s notoriously poor customer service
• Taking inbound customer queries over the phone, email, and chat
• Troubleshooting technical issues with customers
• Organising 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

The experience we’re looking for you to bring:

• Highly developed soft skills and a strong will to serve
• Good listener, able to identify customer needs. Empathy is extremely important, and the ability to relate to a wide-ranging demographic is essential
• Ability to communicate clearly and professionally, both verbally and in writing
• Flexible enough to work as a blended agent across channels, handling phone, email or chat transactions
• Competent keyboarding and PC navigation skills, familiarity with technology and mobile applications. Able to work quickly and efficiently
• Customer service experience in a busy call centre required. You must have demonstrable experience working across voice, email and chat
• Technical experience a bonus!

Why join us:

• You get to work with some of the best technology in the market
• Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
• We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave, our treat to you
• Keen cyclist, join our cycle to work scheme
• Flexible WFH policy
• Enjoy the perks of Vitality health
• You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

We are an Armed Forces friendly organisation.

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