Second Line Support Service Advisor

at  Everflow

A BIT ABOUT US

Everflow is proud to be recognised as one of Europe’s fastest-growing companies, securing the 51st and 3rd spots in the Financial Times’ annual Fastest 1000 Growing Companies ranking over the past three years. By 2024, we’ve achieved a turnover of approximately £154 million, marking a growth of about 33% on Financial Year 2023. As a technology-enabled utility company, we’re leading the charge towards a sustainable, multi-utility future for Small and Medium-sized Enterprises (SMEs).
Our mission is to make utilities simple and create jobs that people love.
We aim to enable businesses to focus on growth, reduce wastage, and contribute to environmental sustainability.

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across Everflow to align and integrate our One Operation customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to our connectivity products and service, including technical support.
• Act as a second line support advisor dealing with escalated and more complicated connectivity queries.

What we’re looking for:

• A minimum of three years’ experience within the Telecommunications industry
• An understanding of Operational process and requirements to deliver a seamless customer journey pre and post set up
• Technical understanding of common queries relating to hardware and broadband
• Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances
• Excellent communication and organisational skills
• Engage positively with team meetings, huddles and wider business forums
• Support team members with workload during time of absence or high activity, to ensure business needs are met
• Responsive to changing processes and environment
• Excellent analytical and numeracy skills
• Ability to priories and manage own workload
• Effective communication, negotiation and influencing skills
• Exceptional attention to detail
• The ability to cope well under pressure
• Self-motivated and a team player
• Manage own workload, take responsibility for the implementation of systems and processes within own work area and participate on projects broader than direct team.