Customer Service Agent

at  Persimmon Homes

From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential.
We’re Persimmon Homes, a FTSE 100 listed company and a leading UK house builder serving local communities across the UK and delivering around 10,000 homes a year. We have 29 operating businesses in England, Wales and Scotland, three house-building brands and three off-site manufacturing facilities.
FibreNest is the provider of ultra-fast, full fibre broadband, delivering 100% totally unlimited full-fibre optic internet to customers in new properties for Persimmon Homes and Charles Church.
We have a very positive approach to the way we operate at FibreNest, from our Network Operating Team in the background, to our customer facing Field Engineers and backed up by our Excellent Customer Service Team.
We are a dynamic team who embrace the daily challenges that come our way, but we also ensure we create an environment where the team thrive and are happy in their role.

WHAT WE NEED FROM YOU?

• Understanding fundamentals of CRM systems and MS Office. SharePoint, MS Teams/Slack/equivalent would be advantageous.
• Effective interpersonal communication skills using a range of media and devices.
• Ability to effectively engage with customers and to own the appropriate resolution of issue(s).
• Positive, self-motivated, and able to respond effectively to working in a fast paced and dynamic environment.
• Highly organised self-starter.
• Demonstrable to prioritise workload and problem solve.

WHAT IS THE ROLE?

This is an exciting opportunity for a Customer Support Advisor to join the FibreNest Team at their Cheltenham office. This role reports to the Customer Support Team Manager.
We have a mixture of full and part time hours (weekends) available.
The Customer Support Advisor is responsible for providing general customer support in a professional and timely manner. This relates to a wide range of customer enquiries including account, product, billing, and basic technical diagnostics.

THE ROLE WILL INCLUDE:

• Respond to a wide range of customer queries promptly, providing solutions where possible and in a timely manner.
• Keeping customers updated at timely intervals where follow-ups are required or making service engineer appointments.
• Communicating with customers via a variety of channels, including phone, email, online chat and via written letter in an appropriate, professional manner.
• Liaising with relevant departments – internal/external.
• Update internal CRM system with account changes and notes.
• Basic triaging of customer connectivity faults to determine next steps, such as passing to technical support for resolution or making service engineer appointments.
• Assisting customers with account queries and ensuring payments are met or plans monitored. Escalation to Arrears team if required.
• Assisting potential customers to understand products and packages offered by FibreNest and promoting the brand.
• Continual improvement of customer service, perception and satisfaction through progressing service delivery efficiently in accordance with SLAs to ensure KPIs are consistently achieved.
• Contribute effectively towards maintaining team cohesion and morale.
• Communicating with colleagues at all levels in an appropriate manner to ensure relevant information is accurately and efficiently conveyed.
• Work closely with colleagues to ensure appropriate resources are engaged to ensure customer requirements are achieved.
• Continually develop professionally in all aspects of the role.
• Use approved systems continually to log all work-related activity and only work on approved tasks.
• Suggest up-sell/cross-sell products to customer where relevant and where it may add value to the customer’s experience.