Customer Service Representative
Equal Opportunity Employer; Relaxed and industrious atmosphere where you will be encouraged to speak out and contribute wherever you feel you have something to offer
We usually respond within a week
Job Type: Temporary
Job Title: Customer Service Representative
Department: Customer Services
Reports To: Customer & Service Delivery Manager
Main Responsibilities
As a Customer Service Representative, you will be the first point of contact for customers, handling inquiries, troubleshooting service issues and ensuring customers satisfaction with LilaConnect products and services.
Key Responsibilities
Act as the first point of contact for customers, responding to enquiries via phone, email, chat, social media and the ticketing platform.
Provide clear, accurate information on products, services, billing and technical support.
Manage customer orders, upgrades, cancellations and account modifications.
Maintain accurate, detailed records of all customer interactions in the CRM system.
Investigate and resolve customer issues, coordinating with internal teams where needed.
Escalate complex or unresolved issues to senior colleagues when appropriate.
Follow up with customers to confirm resolution and ensure satisfaction.
Meet or exceed performance metrics including call handling time, customer satisfaction, and first‑time resolution.
Contribute to continuous improvement of customer service processes and overall customer experience.
Stay up to date with current products, promotions, policies and service changes.
Personal Attributes
Strong customer‑focused attitude.
Patience, empathy and professionalism when dealing with challenging situations.
Positive approach to problem‑solving and conflict resolution.
Adaptable and able to manage changing customer needs and technologies.
Team‑oriented, collaborative and motivated to achieve high service standards.
Skills and Experience
Essential
Proven experience in a customer service role within the utilities sector (preferably telecoms).
Excellent verbal and written communication skills.
Strong problem‑solving ability with a proactive approach to issue resolution.
Technical understanding of FTTx products, ISP fibre broadband, router connectivity issues, switches and IP addressing.
Ability to use CRM systems and maintain accurate records.
Flexibility to meet contact centre operating hours.
Desirable
Experience working in telecoms, particularly fibre‑based services.
Previous customer service or contact centre training.
Experience in a service support environment.
Familiarity with service desk/ticketing platforms.
Sales or upselling skills.
Proficiency with CRM systems and digital communication tools.
Qualifications
Customer Service experience
Customer Service NVQ Level 3.
Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.
As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.
Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.
- Department
- LilaConnect
- Locations
- LilaConnect, Keele
- Remote status
- Hybrid
LilaConnect, Keele
Our Perks & Benefits
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🏄🏻♀️ 25 days paid vacation
We value that you get more time with your family and friends. We also offer an extra day for your birthday!
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🕐 Flexible working hours
We value work-life balance highly, therefore we have flexible working hours. -
🏡 Hybrid working
To help our team to manage their time more effectively.
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Regular social & team events 🕺
Twice a year we celebrate our successes as a team.
Workplace, Culture & Diversity
Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice.