Job Description
The Orbital Internet Group is an Award winning, leading provider in the telecoms industry that has been in operation for over 20 years.
The business is growing quickly and the injection of new capital from our Private Equity Partners, has only enhanced this. The business has a loyal customer base and scores highly on all customer satisfaction metrics.
We have big plans to bring full fibre internet services to thousands of residents and businesses across Kent, utilising our Vfast and Orbital Net brands. We are also specialists in the WIMAX wireless connectivity solution which brings superfast internet to people who otherwise would have nothing.
We have 3 brands within the group, Orbital Net, Vfast Internet and Vfast Parks. All of which offer their own set of products and services to suit our customer base.
We are looking for dynamic candidates to join us who want to jump in at a time of huge change to help us create what our future will look like.
The way we operate has changed a lot over the last couple of years, we understand more now than ever the importance of getting the right people to help build a positive culture and a great place to work for all our employees.
The Orbital Living Wage
We are pleased to introduce in 2022 the Orbital Internet Group living wage. This means regardless of what salary you join us on, you will receive a minimum of £21,000 per annum once you have passed your training and probation period (normally 6 months). Every employee is eligible for the Orbital Living Wage once qualified. That puts all our staff at least 13% above the national minimum wage.
This is an excellent opportunity for someone who really enjoys their day to be varied, whilst having the opportunity to really learn what is means to be responsible for our customer’s experience.
You will work closely with the rest of our experience team, going above and beyond to support our customers. This will involve speaking with our customers but importantly the work behind the scenes that creates the experience for them.
Working across all our brands but primarily within Vfast Internet you will be speaking with consumers regularly, making sure they are happy with the service they receive and clear on the journey ahead with Vfast.
As our business is growing, the demand in our experience team is increasing. We are looking for someone to jump right in and in return you will have a supportive and friendly team behind you every step of the way.
The type of person we are looking for will be
- Organised
- Efficient
- Thorough in their approach
- Super friendly and genuinely want to help our customers
- Approachable and have a positive attitude
- Adaptable and open to change
The team you will be joining is a very welcoming bunch who are thrilled at the idea of a new addition. This role can get really busy, so you should be confident to manage this, especially with the support of the people around you. If you have a good sense of humour that will help you cope in the busy times and fit in with your team and the rest of the wider business!
We are looking for candidates who are adaptable, knowledgeable, creative, quick thinking and highly organised.
Skills
- Eager to provide first call resolution
- Able to quickly inspire confidence in others and build rapport with the customer
- Able to remain calm and focused in an ever-changing environment
- Experience of working successfully in an ‘unscripted’ customer contact environment an advantage
- Excellent communication skills in order to provide clear and concise telephone and e-mail support
- Experience with Microsoft packages is essential (I.e. word, excel, email etc)
- Other tools we use are Microsoft Teams, we also use a lot of our own inhouse tools
- You should be confident in learning to navigate new software, with full training and support given
What will an average day consist of?
- Handling incoming customer enquiries and responding in a helpful and thorough manner, this could be by phone or email
- Processing customer orders, we have various products and ways of delivering services to our customers, with full training you will be able to process them but you will likely be allocated one to focus on as your primary responsibility
- Occasionally liaising with our supplier partners on any escalations, issues or questions and building relationships with them to cover for absences within the team
- Managing customer experience, this includes involvement in suggesting way to increase efficiency for current processes or any areas you think could be improved on
- Escalating more complex calls to the relevant Support members, sometimes you wont be able to handle every call and you will need to pass the customer on to the relevant team member in another department for support
- Giving timely and accurate responses to enquiries, we pride ourselves on quick response times when our customers need us
- Complaint handling, following the internal complaints escalation process when necessary
Answering customer sales queries, if a customer calls with a question about our service, packages or processes, you will be our advocate and with the aid of the necessary documentation will support our customers to make an informed choice about their provider
The role and its responsibilities will be changeable, especially near the beginning of the appointment. Every day will look different, but we will review regularly to ensure the responsibilities are clear and kept up to date. We are still growing and will continue to add to our team in the future.
Job Type: Part-time
Salary: £19,000.00-£21,000.00 per year
Schedule:
Ability to commute/relocate:
- Canterbury: reliably commute or plan to relocate before starting work (required)
Work Location: One location
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