Customer Support Executive

Role information:

Job Title: Customer Support Executive

Reports to: Team leader

Location: Fulney Hall

Full Time

Job Purpose:

We’re looking for a Customer Support Executive to join our Customer Support team. You’ll be responsible for responding to customer contact over the phone, email, Live Chat, SMS and Social Media - delivering an exceptional customer experience at every touchpoint of their journey with us. You’ll also play a key role in the day to day management of all field engineers and their associated activities.

 

Key Responsibilities:

  • Taking inbound queries via phone, email, Live Chat and SMS – building a rapport with, and delivering a personalised service to every customer

  • Outbound contact to customers to ensure we fully understand their needs and identify additional requirements

  • Keeping our customer management system up-to-date with relevant notes and tasks

  • Troubleshooting and identifying solutions to any customer issues, including the resolution of technical issues

  • Organising and booking installation appointments and service visits – paying close attention to engineer locations and planning travel routes that maximise engineer time

  • Organising of Civils Teams and Maintenance Teams to resolve an pre Installation or in-life issue identified in the field

  • Contribute to the continuous improvement of the business by providing feedback and sharing best practice


Key Requirements:

  • Exceptional customer-focused written and verbal communication skills

  • Confident learning and navigating internal systems as well as technical specifications and detail relating to the products we offer

  • Ability to adapt communication style to each customer – translating technical jargon and information into easily understandable terms where required

  • Unrelenting focus on getting the right outcome for the customer first time and removing the need for repeat contact

  • Awareness of the importance of accurate notes and recording next best action

  • Ability to work in a fast paced, dynamic environment

What you can expect from the interview process:

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

 

What LightSpeed can offer you:

  • Competitive Holiday Allowance + Bank Holidays

  • Medical Health Insurance

  • Death in Service Cover of 4 x Salary

  • Pension

  • Bonus Scheme

  • Social Events

  • EAP System

  • Opportunities for Growth & Development

  • Free LightSpeed Broadband – If you’re in our area

  • Cycle to Work Scheme

  • Flexible Working

 

Apply for this role:

Click below or send an email to careers@lightspeed.co.uk

Please attach your CV and covering letter with your application.

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