Gradwell Communications Ltd Bath: Ground Floor, Trimbridge House, Trim Street, Bath, BA1 1HB Role: The customer service agent role is a vital role within the overall support teams and wider Service Operations team, responsible for providing in-depth customer service support both to our direct customer base and our internal customers.
The post holder should have great communication skills, strong attention to detail, the ability to manage workload effectively and efficiently Responsibilities: Answer calls in a professional and friendly manner, addressing customer inquiries with clarity and confidence.
Handle customer cases raised via email, creating, maintaining, and updating case details accurately.
Ensure all account and contact details are linked to the case for thorough record-keeping.
Keep customers informed on the progress of their queries while their issues are under investigation.
Promote self-serve options by guiding customers to our knowledge base for common inquiries.
Collaborate with other departments to efficiently resolve customer queries and raise necessary tasks (e.g., processing credits).
Develop a strong understanding of our products, services, and internal processes to assist customers effectively.
Manage multiple customer queries simultaneously with high levels of organization and accuracy.
Apply effective problem-solving skills to resolve complex customer issues.
Utilize conflict resolution skills when handling challenging customer interactions.
Accurately resolve billing inquiries to maintain up-to-date invoicing records.
Process small sales requests from customers, including hardware and Direct Dial-In (DDI) services.
Complete self-directed learning and company-provided courses (e.g., through Bobs Business) to build your skills.
Identify and escalate trends in customer inquiries or issues to help improve service.
Link customer cases to broader issues for accurate internal tracking and resolution.
Requirements: Great communication skills Great team player for own and team KPI's Ability to support colleagues within and outside of the team Can remain calm in a pressured situation Eager to deliver great customer service Analysing information and excellent troubleshooting skills Excellent organisational and time management skills Time management skills O365 experience Role Competencies: Professionalism – Approaches others in a tactful manner and manages departments expectations.
Treats others with respect and consideration regardless of their status or position Teamwork – Balances team and individual responsibilities.
Gives and welcomes feedback.
Contributes to building a positive team spirit whilst supporting everyone's efforts to succeed.
Problem solving – Identifies and resolves problems in a timely manner, gathering and analyzing information skillfully.
Develops alternative solutions and escalates as appropriate.
Technical skills – Commits to being knowledgeable and up to date within relevant technologies.
Strives continuously to build knowledge and skills within ICT, especially within the business' core areas.
Shares expertise and knowledge with others Time Management – Prioritise, plan the workload in accordance with the team managers with high efficiency.
Core Competencies: Gradwell has a unique and valued culture.
All Gradwell employees can identify strongly with the personality traits and values set out below.
Engaging – Working with diverse Engineering teams and getting the best from them Disciplined – To meet tight timelines and drive the teams to success.
Down to Earth – Gradwell people are straight forward and grounded.
Friendly – Gradwell people like to make the workplace a fun and relaxed place to be.
Helpful – Gradwell people will always look for ways to help each other and their customers.
Persistent – Gradwell people can be relied upon to get the job done – whatever it takes.
Values: Personal - Kind, Human, Caring Pioneering - Expert, Masterful, Skilled Proactive - Driven, Energetic, Agile In return we offer: A generous basic salary (based on experience and qualifications) Great funded training opportunities Progression opportunities as part of a fast growing, successful company Opportunities for flexible hours/ hybrid working Life Cover of 4x Salary Company Pension Scheme 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying.
Paid sick pay of 20 days a year Subsidised Bupa dental cover (after probation) Subsidized gym membership (after probation) Cycle to Work Scheme (after probation) Free Broadband Service (after probation) Charity day Employee Assistance Programme and Access to Smart Health Long Service Awards mployee Mortgagee Services Employee Will writing Services Enhanced Paternity, Maternity, Adoption and Surrogacy Pay This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be required by the Directors.