Three
Job title:
SMARTY Customer Experience Advisor – 6 Month FTC
Company
Three
Job description
Company Description
This is an exciting opportunity to be at the front line for SMARTY, chatting with all our customers via Social Media channels, Community, Accessibility, Voice/Email and dealing with any customer complaints over a 7-day shift pattern during office hours adopting a hybrid working environment with 2/3 days in either our Glasgow or Reading office and the remainder working from home.
We can also be flexible with the position being based either from our Glasgow or Reading office adopting a Hybrid approach.
Job Description
Answer SMARTY customer queries while delivering a service which makes our customers feel valued.
- Be the customer Excellence representative delivering a service which makes our customers feel valued.
- Manage our Complaints, VOICE, Community, Accessibility and Social Media queries in a timely and efficient way.
- Support customers to encourage future self-serve.
- Play a key part in leveraging the VOICE of the customer to drive continuous improvement.
- Implement processes and procedures in the operation that provides first contact resolution.
- Adhere to all compliance and regulatory processes and procedures.
- A positive, can-do attitude will help you flourish in this role and you’ll be a real team player.
- Support TL as and where appropriate to ensure we deliver a great Customer Experience at every
touch point.
Qualifications
Experience within Customer care/Service -Knowledge/prior experience of complaints handling, Ombudsman/Ofcom knowledge an advantage.
- Demonstrated experience answering customer queries and delivering excellent Customer
Service in a confident manner.
- Knowledge of Social media platforms an advantage.
- You’ll have excellent English language skills and confident telephone manner.
- You’ll be computer literate and confident using excel and Microsoft Office.
- Experience with Intercom, Khoros, Genesys and Lifecycle/Jira systems preferable.
Additional Information
- The salary range for this role starts at £24,960, the exact salary will differ by job and experience
- A performance based annual bonus & an additional ‘flexible allowance’ to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week)
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
- Private Medical Insurance, Life Assurance and Income Protection.
- Free mobile phone package & unlimited sim-card
- Free on-site car parking
- Plus lots more including wellbeing and learning & development benefits!
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
Expected salary
£24960 per year
Location
United Kingdom
Job date
Wed, 17 Jan 2024 06:38:43 GMT
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