Customer Support Advisor

2018-02-23 12:39:211970-01-01Contact Careers
Job Type Permanent Full Time
Location Leeds
Area Leeds, West Yorkshire Leeds
Sector Agents - Customer Services
Salary £15,795 plus quarterly bonuses
Start Date
Advertiser remoteapi
Job Ref PROVLS10
Job Views 110

Provisioning Advisor

Start Date - Monday 26th March

Salary: £15,795 pa + quarterly bonus structure ranging between £950 - £3160 per year.

Training: 9am- 5pm for three weeks.

Hours: Rota between 09:00 – 21:00 Monday to Saturday. Shift pattern TBC so you must be fully flexible to work between any of the above hours.

About you

Do you enjoy using your problem solving skills to provide excellent customer service? Could you liaise with multiple suppliers whilst keeping a customer updated on the situation? Do you want to help customers get their internet up and running whilst ensuring that throughout the experience you are providing excellent customer service, ensuring our customers are happy and recommend us to their friends and family? If you answered ‘yes!’ to these questions then you could be well suited to a career as a Provisioning Advisor with our market leading client.

What will you be doing?

Provisioning is the team dedicated to setting up customers broadband/ phone lines. In between the customer ordering with the sales team and actually having their services go live – you’re the person who deals with everything in between, making sure things go smoothly and keeping everyone up to date! You will be required to give excellent customer service and try to ensure first time resolution with all enquiries. Where this is not possible, the query will then be forwarded to the relevant department and you will be required to liaise with them to ensure the issue is resolved efficiently.

  • Work in a busy call centre environment providing excellent customer service
  • Speak to customers by phone, webchat and email whilst meeting customer expectations
  • Deal with a range of enquiries about orders, delays and house moves
  • Work closely with suppliers and other departments
  • Deal appropriately with all second line queries, escalations & complaints
  • Manage written and verbal customer contact which relates to new joiner set up, moving home/change of product and service call backs relating to issues with phone service faults on a daily basis.
  • Work towards KPI’s including One Contact Resolution on own accord
  • Updating customers on progress with their order – communication is key!

Overall you will be ensuring that each customer is dealt with in a professional manner and given a quality customer experience during each interaction.

This role would suit someone who:

  • Is calm under pressure and their use own initiative
  • A natural & logical problem solver
  • Understands targets and enjoys working to them
  • Able to work on multiple computer programmes at the same time
  • Keen to make an impact & resolve customer issues – ‘do it well, do it once’
  • Enjoys communicating with customers in a simple and straight talking way!


  • Excellent training and personal development
  • Career progression and stability
  • Fun and supportive working environment
  • Competitive pay with great quarterly bonuses

Please note: Department opening hours are 07:00 – 22:00 Monday – Sunday so shift times could change due to business needs.

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