Job Purpose
Lightning Fibre was established in 2018. We are a leading local alternative network provider of full fibre broadband in East Sussex. We are headquartered in Polegate and have an existing broadband network in East Sussex. Our broadband network can supply our standard installed customers with anything up to 10 Gigabits in both download and uploads.
We are a community orientated network operator, whose aim is to significantly upgrade our region's broadband infrastructure, providing local jobs, keeping local £'s in the areas we serve. We are a vital enabler to grow our digital local economy, thereby creating further quality jobs. Lightning Fibre has bold plans for growth and development.
You’ll be part of a team with the objective of ‘increasing awareness of Lightning Fibre in our target areas, using a range of techniques to deliver revenue targets’.
You’ll be contacting potential customers by phone and email to convert them to a live customer.
Ultimately, you’ll be telling people about our brand-new full fibre network and, if they’re interested in switching now or in the future, achieving your individual and team sales targets as set by the Directors.
This role includes shift work that includes some weekends and evenings. You will be given realistic performance targets which you must strive to achieve and exceed. You may be asked to carry out additional duties to cover colleagues in the team during busy periods and to provide holiday cover.
Principle Accountabilities and Responsibilities
Communications
- Managing new ‘Register Your Interest’ online leads, including prompt phone and email follow ups.
- Contacting all new leads, including prompt phone and email follow ups.
- Managing call backs.
- Converting leads into customers in line with individual and team sales targets.
- Supporting the B2B manager as required.
- Visiting people’s homes and businesses in live areas to promote the brand and secure new customers.
- Dealing with inbound calls and emails as required to support the wider team.
- Upsell calls if required.
- Renewal calls, if required.
Sales
- The sales team manages the sales pipeline on Sales Force - regularly updating people about our progress to secure the sale once we go live or their contract ends.
- Managing relationships with estate agents, and other third parties, to create sales pipelines.
- Managing a referral programme that encourages live customers to bring on their friends and family.
- Effective objection handling.
- Strive to achieve or exceed individual and team sales targets.
- Important to minimise discounts and upsell to 1Gb where possible.
- Minimise customer attrition.
- Deep understanding of product / benefits, product differentiation and competitor analysis.
- Engage with landlords and managing agents to secure access and permission to MDUs.
- Troubleshooting as required to close a sale where possible.
- Attend events to promote the brand; often at weekends and public holidays. Time off in lieu will be given. Outdoor marketing events include shopping centre stands and street flyering.
Reporting / Tracking
- Maintaining Sales Force, keeping good notes, scheduling suitable follow ups and tasks (including future contact, for example, Trust Pilot call).
- Providing daily productivity reports to the line manager.
- Providing anecdotal feedback as to why people are not converting or looking to cancel their agreement.
Measures of Success
- Sales
- ARPU
- Minimal attrition
- Positive feedback / no complaints.
Key skills and competencies
- Excellent interpersonal communication skills.
- Good negotiation skills.
- Motivation and ability to work towards KPIs and targets.
- Positive attitude, resilience, able to work under pressure.
- Flexible attitude, able to work in a team.
- Strong problem and analysis skills.
- Time management.
- Good record-keeping skills.
- Excellent product knowledge and ability to explain technical details to customers.