CUSTOMER ONBOARDING ADMINISTRATOR - BLANDFORD, DORSET.

Wessex Internet is an award-winning and rapidly growing broadband provider transforming rural connectivity across the South West. As we expand into the New Forest, Wiltshire, and South & West Dorset, we’re looking for a proactive and organised Customer Onboarding Administrator to join our team and support our mission of connecting rural communities to ultrafast broadband.
In this customer-focused role, you’ll be a key point of contact for customers throughout their installation journey — from scheduling engineer visits to resolving any queries pre- or post-connection. You’ll spend a large portion of your day on the phone, coordinating with customers and internal teams to ensure a smooth and timely onboarding process.

• Customer Management: Deliver an excellent onboarding experience by keeping customers informed, supported, and up to date with timelines and changes to installation plans.
• Scheduling & Diary Coordination: Book and manage installation appointments, coordinating with engineers and other internal teams to ensure efficient delivery.
• Job Completion Tracking: Ensure all completed jobs are accurately logged and customers are satisfied. Reschedule any failed installations by the end of each working day.
• Customer Communication: Handle inbound and outbound calls and emails, responding quickly to queries and escalating issues when needed.
• CRM & Data Accuracy: Keep customer records up to date in our CRM (Salesforce), ensuring all interactions and outcomes are properly documented.
• Call Handling: Answer inbound calls efficiently to minimise wait times and follow up with customers as required.