Customer Care Specialist

About Us:

At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband.

We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.

So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.

More about this role:

Cuckoo's customer's are the reason we do what we do! We exist to create smooth and stress free journey's, and offer the best support when it's needed. Our Customer Care team aim to provide an excellent customer experience, whilst showcasing Cuckoo's core values with every interaction.

This role is hybrid-remote, meaning that certain shifts can be worked remotely from the comfort of your home, and from our modern, spacious and vibrant Exeter based office.

If you are looking for a people-centred career with progression, growth opportunities, and the chance to play your part as we change the face of Broadband, then keep reading to find out more...

Please note this is a full time role (37.5 hours a week, 5 days a week).

Our opening hours are8am - 8pm Monday-Friday, and 9am - 5:30pm on the weekends. You'll work variable shift patterns within these hours.

This includes: One late shift per month on average (worked remotely), and approximately one9am-5:30pm weekend shifts per month (also worked remotely).

Each day you'll be:

• Dealing with customer interactions via phone, email and live chat.
  Owning the customer experience, including installation management, Customer Care and phone number porting requests.
• Proactively managing customers’ experiences both before and after installation, ensuring that they have regular contact and have realistic time frames and managed expectations.
• Assisting in resolving any issues the customer may have such as loss of service and or installation issues.
• Identifying potential advocate customers that can be approached for case studies and customer feedback quotes.
• Collaborating with other teams within the business to ensure an efficient customer journey throughout.

You should apply if you:

• Have a customer-centric approach in all interactions
• Enjoy working with and around other passionate people
• Are comfortable multitasking and managing priorities
• Have a great level of attention to detail
• Love working with like-minded people
• Have excellent written and verbal communication skills
• Have the desire to do things a little bit differently

It would also be great if you:

• Have experience working within a customer care team (bonus points if you have experience in a telecoms environment!)
• Have experience working within a fast paced start-up or scale up environment

Life inside the nest:

• 4x Life Assurance
• Income Protection
• Salary Sacrifice Pension
• 30 days holiday plus statutory bank holidays
• Enhanced Sick Leave
• Enhanced Family Leave
• Private Healthcare
• Private Dental Care
• Cycle 2 Work Scheme
  
• Health Cash Plan 
• Shopping Discounts
• Discounted Breakdown Cover

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