Advisor, Customer Service​/HelpDesk, Customer Service Rep

Great customer service is not rocket science. It’s about keeping our promises, and fixing problems quickly. In essence it’s about treating our customers the way we like to be treated.

The Ecotalk Customer Service Team are the face of our business. We lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later. This role involves a mix of hands‑on customer case management, inbound phone and email contact as well as supporting other colleagues and departments as and when the business needs.

We’re looking for like-minded people to join our Ecotalk service team, to provide exceptional service to all our customers. Our Ecotalk Customer Service team is a one stop shop for any customer query; we are using cutting‑edge technology to get our customers talking to the right person - first time. We don’t give our people scripts we want you to be yourself while helping our customers at the same time.

The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work. Managing your own time and prioritising your work will be key.

• Provide first class customer service in all interactions, focused mainly on inbound and outbound phone calls, delivering first contact resolution
• Ensure our customer accounts are correct and all requests are completed accurately
• To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently
• Mobile port ins for customers who want to keep their mobile phone number
• Managing customer queries via email and social media
• Adapt to the business needs when required
• Working with your Line Manager to achieve personal and team objectives
• Other projects and ad-hoc tasks deemed in line with the wider ongoing needs of the Team and Ecotalk as a whole

Some previous customer service experience would be helpful – but anything relevant will be considered. If you want to be part of our awesome team, enjoy working with a great bunch of people and are supportive to others in a busy environment, this may be right for you.

We also need you to have a good grasp of numbers and be able to talk confidently to customers in the person and on the phone, although of course we’ll give you training. Being happy and accurate working with detail is really important, and you’ll often need to organise and prioritise your own work.

• Ability to build rapport
• Experience in providing an excellent level of customer service
• Good computer literacy, including Microsoft word and Excel
• Excellent listening skills and verbal & written communication skills
• Numeracy and problem-solving skills
• Excellent attention to detail
• Experience in using multiple IT systems simultaneously
• The ability to work with reports from several systems containing vital information.
• Capable of working with financial aspects of the procedures

• Manages relationships effectively both internally and externally
• Methodical and organised, managing own work
• Is receptive to feedback and acts accordingly
• Exceptional team player who builds open and supportive relationships
• Flexible and adaptable approach to work

• Healthcare plan, life assurance and generous pension contribution
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

The fast moving nature of the business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to utilise our people in the best possible way at all times and helps our colleagues to make the best contribution in a changing environment.

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