Senior Customer Service Advisor

Priam House, Fire fly Avenue, Swindon, SN2 2EH

Senior Customer Service Advisor

Do you have the drive to deliver exceptional customer service? 

We’re looking for an experienced Customer Service Advisor to join our Customer Services Team and help deliver an expert and excellent service to customers.

Responsibilities
  • Manage outages and support technical queries/requests/issues deemed 3rd line level
  • Hold the knowledge and ability to troubleshoot onsite problems for the customer
  • Be a specialist on our more complex products
  • Manage product software/system updates/upgrades both internally and with customers
  • Conduct site surveys, provision and install our telephony products
  • Provide training for all our telephony products to customers and internally
  • Provide integral administration and customer support to the sales teams
  • Liaise with our external suppliers to ensure that internal and external service levels are adhered
  • Work closely with peers, other departments, and suppliers to ensure compliance and high levels of service are delivered
  • Case management and attendance at customer review meetings alongside account managers when required
  • To adhere to all team internal service level requirements and contribute both individually and as a team to the agreed key performance indicators (KPIs)
Skills required
  • Experience supporting and dealing with customer enquiries
  • At least 1 year in a customer facing role
  • Knowledge of Vodafone mobile and fixed line products
  • Previous experience in building and maintaining strong internal and external customer relationships
Beneficial but not required
  • Experienced working with business telephony systems
  • Experience with data entry and keep CRM systems up to date

As a company we are social, ethical, responsible and most importantly – customer and employee focused. As well as the employee benefits you might expect from an award-winning employer, we have an amazing space to work in, fresh coffee, fruit, small gym, pool table & a lively social scene.

Apply here


We do not accept speculative agency CVs. Any CV received by Excalibur will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by Recruitment.