Customer Experience Coordinator
Location: Kings Hill, Kent
Salary: £20,000 - £24,000
Job Type: Permanent, Full Time
A BIT ABOUT US
Here at Trooli, we’re on a mission to banish buffering, vanish video call embarrassment and clear up those “up to” speed claims that give broadband a bad name.
How? By providing our new, guaranteed, ultrafast, full fibre broadband speeds to as many communities as possible across Kent, East Sussex and beyond.
We’ve already got the great network, now we need more great people to take us even further.
Think you can help? Here’s why you should get in touch …
-We’re passionate about growth
We’ve come a long way in 3 years, from nothing to 200,000+ premises passed, 10 staff to over 250 and are now one of the most respected altnets in the industry – and that’s just the start. But it’s not just our network, we’re passionate about ensuring our employees grow with us too.
-We’re passionate about our people
At the heart of our culture is a belief that a company should be much more than politics and processes. That doesn’t mean these don’t exist, but it does mean that our people are the most important part of our business, that life here is that bit more fun and our high staff retention rates are something we’re rightly proud of.
-We’re passionate about our customers – wouldn’t it be nice for a broadband network to be independent of Openreach and have complete control of where it builds and the experience our customers receive? Well, that’s exactly what Trooli is and with an Excellent Trustpilot rating from our customers, it’s clear we’re doing something right!
Still interested? Read on…
We are looking for an enthusiastic, self- motivated and extremely organised Coordinator to join our ever-expanding operations team. You will manage each customer through their entire journey with us, from the point of order through to their broadband service going live, and help resolving technical faults and general enquiries.
THE DAY JOB
Managing customer relationships between the point of sale and the service being active through various means; phone e-mail and webchat.
Sending and tracking our standard communications to customers to keep them up to date on their service installation, and what to expect at each stage.
Responding to customer enquiries about their installation.
Scheduling and tracking installation appointments.
Use remote access software to activate customers FTTP connections and to fix network issues
Use the customer resolution life cycle.
Confidently liaise with third party telecommunication providers to achieve a swift and satisfactory outcome for our customers.
WE'LL LIKE TO SPEAK TO YOU IF...
You will have at least one years’ experience in a similar customer service role, preferably gained within the telecommunications industry.
Experience in a technical support and assurance environment would be highly desirable, you must also be able to demonstrate high levels of customer service and a willingness to proactively resolve customers technical issues.
WE'LL LOVE YOU IF...
You will demonstrate high levels of customer service
You must possess exceptional communication skills
Resilient mindset with focus on customer satisfaction beyond expectations.
Ability to collaborate with internal and external stakeholders
Strong IT literacy, analytical ability and logical thinking are a must
A collaborative and innovative approach to service delivery and problem solving
You must have a willingness to learn and grasp new skills quickly and have an interest in technology
A working knowledge of routers and broadband and phone lines.
Candidates must have a GCSE pass or equivalent in maths and English
AND IN RETURN, YOU'LL GET...
25 days paid holiday, plus bank holidays
Generous life insurance policy
Company sick pay after qualifying period
Friendly working environment
Employee referral scheme
Cycle to work scheme
COVID secure and risk assessed employer