Customer Service Advisor

Job Title: Customer Service Advisor 
Reporting to: Customer Service Manager 
Salary: £26,000 per annum
Working Hours: 37.5 hours per week Mondays to Saturday 08:00 to 20:00, and such additional  hours as are necessary for the proper performance of your duties.

Sector leading benefits:

👨‍👩‍👧‍👦Enhanced Family leave

🩺Critical illness cover

🔍BUPA Health checks

🦷Denplan

🏥Health insurance

💼Life assurance

🤝Referral rewards programme

💼Enhanced sick pay

💔Bereavement leave

💰Salary sacrifice pension scheme

🌴Enhanced annual leave

🚲Cycle to work

🔌E vehicle leasing

💻EAP

🏋️‍Discounted gym membership

📱Tech scheme

The Role:

As a Customer Service Advisor at MS3 Networks your job purpose is to support the Customer Service Manager in delivering excellent customer experience to our wholesale customers. Being the first point of contact for customers you will be dealing with a wide variety of enquiries from Wholesale Partners, end customers of our Partners and also members of the public. Our CS Advisors are key to ensuring enquiries are dealt with efficiently and effectively and in line with the required key performance indicators. You will work closely with key departments to effectively record, monitor and action ticketsutilising our internal tracker system.

Role & Responsibilities:

• Ensuring wholesale customer queries are logged, managed, and resolved, via our 
  ticketing system, in line with set Key Performance Indicators. 
• Creating and updating customer records using the relevant system. 
• Write clear reports and letters as required. 
  
• Undertake research and analyse data. 
• Draft documents for management. 
• Liaise with operational staff, managers and technical specialists. 
• Give our customers confidence in what they have done/said. 
• Keeping customers up to date with information relating to queries.
• Maintain a positive and professional attitude towards customers at all times.
• Work efficiently and tidily, always maintaining a clean environment.
• Ultimately, you will help establish our reputation as a company that offers excellent 
  customer service.

About you:

• Experience in a similar customer service team, customer service helpdesk role would be 
  advantageous.
• Proactive problem solver.
• Calm under pressure.
• Good communicator with a ‘can-do’ attitude.
• Patience when handling tough cases.
• Can effectively plan and manage own time and actions to deadline.
• Ability to build professional customer relationships.
• Ensuring confidentiality and discretion is adhered to at all times.
• High level of accuracy and attention to detail.
• Demonstrate flexibility and be a team player.
• Ability to work on own initiative.
• Computer literate with the Microsoft suite of programmes such as word, excel, 
• PowerPoint, Teams, OneDrive etc. Previous experience of updating a CRM is key, with Zendesk 
  application experience desirable but not essential.
  

Please note this job description is indicative and not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Role duties, responsibilities and activities may reasonably change at any time with or without prior notice.

Essentials:

But quite importantly, you’ll be looking to join a team of great people that are passionate about their jobs. That put customers first. That are one team. And are, to be fair, are pretty mega.

A bit about us: MS3 is a fibre network operator based in the Kingston-Upon-Hull area with plans to pass over 500,000 homes and businesses with full fibre. As a wholesale-only provider, MS3 will enable its existing and future ISP clients to provide up to 10Gb connections to end-customers, building on their existing fibre ring through Hull and to more than 30 other locations in the region. MS3 Networks are a Disability Confident Company.

Recruiters: Please note that MS3 Networks are not accepting 3rd party applications. Any unsolicited submissions will be deemed to be out of scope of this policy and MS3 Networks will not be liable to make any payments for any candidates who have been submitted against our wishes and then successfully hired either now or at a later date.

MS3 are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.