Experienced Remote Customer Service Advisor – Telecoms and Utilities Expertise for Award-Winning blithequark Team

Welcome to blithequark At blithequark, we're on a mission to revolutionize the way people manage their utilities by providing them all in one place. One bill for energy, broadband, mobile, and insurance, and a whole lot of savings! We're aiming to double in size as we help more people stop wasting time and money. Big ambitions, to be delivered by people like you. Our commitment to diversity, equity, and inclusion is at the heart of everything we do, ensuring a workplace where everyone feels valued, respected, and empowered to thrive. About the Role We're excited to find great people for our Customer Service Advisor roles. People who want to join our team and build a career at blithequark. Our CSAs are front-line heroes, and this role isn't for everyone. Take a moment to consider the following before you hit “apply”: 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 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? Key Responsibilities As part of our Telecoms Customer Service Team, you'll manage issues such as slow internet speeds, poor or no connectivity, noisy line or no dial tone faults, data and email retrieval issues, billing and barring issues, taking payments, and much more across our telecoms products. You'll be the first point of contact for our customers across our multiple contact channels (mainly phone, but may also include email and live chat). Your goal will be to resolve customer issues efficiently, ensuring first-call resolution whenever possible. Troubleshoot customer issues, from the service entry point (phone socket) up to and including some device support Offer new or additional services where appropriate Help customers with their bills and take payments Work towards KPIs such as First Call Resolution, Customer Ease Score, Average Handling Time, and Quality & Compliance Essential Qualifications We're looking for individuals with a passion for delivering exceptional customer service. While experience in a telecoms contact centre is beneficial, it's not essential. You should, however, have a basic understanding of how different broadband services are delivered (ADSL, PSTN, FTTC, and FTTP) and be willing to learn more about home/internal broadband networks (LANs), frequencies (2.4GHz and 5GHz), and common issues like latency, internal Wi-Fi obstacles, DNS, and external factors such as firewall and browser issues. Preferred Qualifications Previous experience in customer service, preferably in a telecoms or utilities environment, would be advantageous. Strong problem-solving skills, the ability to work under pressure, and excellent communication skills are essential. You should be comfortable working in a fast-paced environment and be motivated by meeting goals and targets. Skills and Competencies To succeed in this role, you'll need to possess: Excellent communication and interpersonal skills Strong problem-solving and analytical skills Ability to work under pressure and remain calm in challenging situations Emotional intelligence and empathy Basic understanding of broadband services and home networks Ability to learn quickly and adapt to new technologies and processes Career Growth Opportunities At blithequark, we're committed to the growth and development of our employees. As a Customer Service Advisor, you'll have access to ongoing learning, development, and training to ensure you thrive in your role. We offer a range of opportunities for career progression, whether you're interested in moving into a specialist role, team leadership, or exploring other areas of the business. Work Environment and Company Culture We pride ourselves on our inclusive and supportive work environment. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join us. We offer a range of benefits, including flexible working hours, remote work options, and a comprehensive employee assistance program. Compensation, Perks, and Benefits We offer a competitive salary of £26,800 per annum, plus a range of benefits, including: 33 days holiday inclusive of Bank Holidays A full induction and all the kit you need to do your job Discount on our services and a free Cashback Card A matched contribution pension scheme and life assurance up to 4x your salary Employee Assistance Programme, including free counselling and legal advice Free virtual GP service, plus discounts on healthcare and medical cash plans Enhanced family-friendly policies, designed to help you and your family thrive Lots of opportunities to have fun with your team throughout the year, virtually and in person How to Apply If you're excited about the opportunity to join our team and build a career at blithequark, please don't hesitate to apply. We welcome applications from diverse and varied backgrounds, so get your application in and let's chat! Please note that if you're successful and offered a role at blithequark, you'll be subject to a background check. Where checks are unsatisfactory or incomplete, and/or a failure to reveal information relating to convictions that you're required to identify as part of the background checks, could lead to withdrawal of an offer of employment. Conclusion At blithequark, we're committed to making a difference in the lives of our customers and employees. If you're passionate about delivering exceptional customer service, willing to learn and grow, and excited about the opportunity to join a dynamic and inclusive team, we want to hear from you. Apply now to become a part of our award-winning team and start your journey with blithequark today!