Technical Customer Service Advisor - 12 month FTC

As part of this team, you’ll manage issues such as slow internet speeds, poor or no connectivity, Wi-Fi issues, noisy lines or no dial tone faults, data and email retrieval issues, billing and barring issues, taking payments and much more across our Telecoms products. You will be comprehensively trained on this. You will also receive training on managing and troubleshooting our Mobile products (both our physical and eSIMs) on our 5G network.

This isn’t a role for the faint-hearted, and it can get busy and fast-paced. No two customers, problems, or resolution journeys are the same and it’s our job to ensure that whatever the issue, our customers receive the award-winning customer service which UW is known for.

We deliver progress. What to expect through the day as an Advisor:

• You’ll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also live chat)
• You’ll be looking to resolve customer issues there and then - first call resolution is one of the key focuses of our team
• You’ll be troubleshooting everything from the service entry point (phone socket or ONT) up to and including some device support (for more info visit the troubleshooting section of our website or click here)
• You’ll offer new or additional services where appropriate.
• You’ll be helping customers with their bills and taking payments
• You’ll work towards KPIs such as:
• First Call Resolution
• Customer Ease Score
• Average Handling Time
• Quality & Compliance

What you’ll need

We will supply the equipment needed for you to do the role but you will still need a stable and strong internet connection. Our minimum requirement for internet speed is 25Mbps Download and 4Mbps Upload.

A dedicated, quiet workspace with a workstation, plenty of natural light, access to fresh air and no distractions. This cannot be a communal space, or space that is shared by other household members

• Would you describe yourself as someone with keen critical thinking skills with the ability to troubleshoot an issue and come up with a solution?
• Are you driven by giving an excellent customer service experience and pride yourself on exceeding customer expectations?
• Are you comfortable handling challenging, tough and emotive calls, where there is a lot to learn and things are always changing?
• Are you a problem solver who enjoys helping customers with their questions and concerns?
• Can you remain calm under pressure and thrive in a busy fast-paced environment?
• Are you motivated by meeting goals and targets and can you demonstrate responsibility, integrity, and efficiency?
• Can you demonstrate patience, empathy, and possess emotional intelligence?
• Can you demonstrate good timekeeping and commitment?

If you answered “yes” to these questions, then you’re just the kind of person we’re looking for!

We work together. Your team and the people you will work with…

This role will be joining our Telecoms Customer Service Team, but there will be occasions where we help out our colleagues in other areas by supporting customers with general queries too.

You must have experience working in a Telecoms contact centre for at least one year, and you must understand the basics behind how different broadband services are delivered (ADSL, PSTN, FTTC, FTTP and VoIP).

You must understand the basics of home/internal broadband network connectivity (LANs), logging into routers, the different Wi-Fi frequencies (2.4GHz and 5GHz) and how to resolve issues such as latency, internal Wi-Fi obstacles, DNS and factors such as firewall and browser issues. You must understand how to run remote diagnostic line tests.