About toob We’re toob, a multi-award-winning* full-fibre broadband provider on a mission to transform England’s internet experience. Founded in 2017 by a team of well-versed Directors from some of the world’s biggest telecommunications brands, it’s our goal to provide affordable access to fast & reliable full-fibre broadband so every household and business can thrive in this digital age. With recent investment of £300 million, we’re looking to grow our teams across our rapidly expanding network.

* voted 'Best Urban Fibre Provider' at the UK Fibre Awards 2023, 'SME of the Year' at the Central South Business Awards 2023 and 'Best Value Provider' at the Broadband Genie awards 2024.

The Role:

Due to the success of our business, we are looking to recruit a Customer Relations Advisor. You will be responsiblefor taking ownership of our customer complaints from initial contact through to resolution and closure. You will efficiently manage and resolve customer complaints while ensuring a positive customer experience. You will investigate issues, provide fair and timely resolutions, and maintain accurate records.

If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you!

As our Customer Relations Advisor your key responsibilities will :

• Take ownership of customer complaints and dissatisfaction with a calm and methodical approach, monitor, and follow up until fully resolved
• Demonstrate strong customer service skills which help to identify and understand the customer’s requirements
• Explain complex information clearly and simply to our customers, by using excellent communication and listening skills
• Accurately and concisely update systems and relevant portals to ensure agreed actions with the customer are fulfilled
• Effectively and professionally handle customer contact across our social media platforms
• Promote and represent our brand in a positive and professional manner
• Identify and highlight improvement opportunities in ways of working
• Regularly track your progress against KPIs and SLAs, ensuring quality and productivity targets are consistently achieved
• Take ownership to develop a strong product knowledge

What you’ll bring to toob:

• Previous experience in a complaint handling role is preferred
• Demonstrable experience in handling customer communication on phone, social media, and other digital contact channels
• Excellent writtencommunications skillswith the ability to adapt your style when needed.
• Passionate about delivering an excellent service in every customer interaction.
• A calm and confident telephone manner with a friendly, positive attitude and approach
• Methodical,logical approach to problem solving with high attention to detail and the ability to multi-task.
• Self-motivated, resilient, and driven to meet and exceed performance targets and resolve customer issues.
• A great team player who enjoys interacting & supporting others
• Enjoy working in a fast-paced environment and problem solving.

What we offer you!

• A positive, collaborative, and supportive work environment
• Annual leave - 25 days + Bank Holidays ( Bank holidays on a rota basis)
• Annual Bonus
• Hybrid Working – After Probation ( 2 days from home p/w)
• Group Critical Illness
• Private Medical Scheme

Family Friendly Benefits

• Enhanced maternity & adoption pay – up to 6 months full pay
• Enhanced paternity leave and pay – up to 3 weeks full pay

About toob:

Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun.

toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply.

Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application

Previous experience in a complaint handling role is preferred. Demonstrable experience in handling customer communication on phone, social media, and other digital contact channels.