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CURRENT VACANCY

Customer Support

Polegate BN26
£20,000
Full-time, Permanent
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About this role:

Community Engagement Team - Customer Support

Lightning Fibre is a brand new local full fibre broadband internet provider, growing rapidly in Eastbourne and Hastings with ambitious plans across East Sussex for the future.

You’ll be primarily managing our customer base, from the moment they sign up - onboarding, post install follow up and upgrade / renewal calls.

You’ll manage all incoming calls and emails, including complaints (‘tickets’). You’ll be managing tickets, in conjunction with colleagues, but remaining the central point of contact for your customer to deliver a positive outcome in a timely manner.

You’ll also assist with door drop communications, including ‘street works letters’ and ‘ready to connect letters’.

You may be asked to attend outdoor events and shopping centre promotion stands.

This role includes some shift work that includes occasional weekends and early evenings, run on a rota system, with your shifts agreed in advance. You may be asked to carry out additional duties to cover colleagues in the team during busy periods and to provide holiday cover.

Key task and responsibilities:

  • You will oversee daily registrations of interest / CRM management.
  • Managing any inbound calls or emails
  • Supporting the sales team as required
  • Assisting the Community Engagement Team Leader, in particular with managing permits
  • Speaking to Managing Agents to get permission to survey
  • Maintaining management reports
  • Managing stock levels of all printed communications.
  • Ensuring all customer support tickets are resolved in a positive outcome in a timely manner.
  • Conducting follow up calls to secure a positive Trust Pilot review.
  • Assist the Marketing Manager to monitor comments and messages across all social media platforms
  • Attend events to promote the brand.
  • Outdoor marketing events, including Shopping Centre stand

You may be asked to undertake the work of your Community Engagement Team colleagues during busy times or periods of team absence.

Schedule:
  • 8 hour shift
Education:
  • A-Level or equivalent (preferred)
Experience:
  • Customer service: 1 year (preferred)
  • Customer service / support: 1 year (required)
Work remotely:
  • No