Customer Excellence Associate

SMARTYs on an unprecedented growth journey. SMARTY has gone from being a start-up to entering the next exciting phase of its journey as a scale-up.

Our mission is to bring fairness & transparency to the UK mobile market by being the connectivity brand that stands out for being simple & honest. Hot on the heels of our success in growing the business we now need to add more amazing people to our team in all areas of SMARTY for the next exciting chapter in our success story.

SMARTYs a great place work - oodles of passion sit within a small engaged team. Best of all though were wholly owned by Three which means we can lean into our parent organisation when we need to whilst still standing on our own two feet to deliver for our customers. Your focus will be to deliver an exceptional customer service that sets SMARTY apart from its competitors.

Do you want to be part of an exciting dynamic business

This is an exciting opportunity to be at the front line for SMARTY chatting with all our customers via Social Media channels Community Voice/Email and dealing with any customer complaints over a 7-day shift pattern during office hours adopting a hybrid working environment with 2/3 days in either our Glasgow and the remainder working from home.

Answer SMARTY customer queries while delivering a service which makes our customers feel valued.

Be the customer Excellence representative delivering a service which makes our customers feel valued.

Manage our Complaints VOICE Community and Social Media queries in a timely and efficient way.

Support customers to encourage future self-serve.

Play a key part in leveraging the VOICE of the customer to drive continuous improvement.

Implement processes and procedures in the operation that provides first contact resolution.

Adhere to all compliance and regulatory processes and procedures.

A positive can-do attitude will help you flourish in this role and youll be a real team player.

Support TL as and where appropriate to ensure we deliver a great Customer Experience at every touch point.

Qualifications :

Experience within Customer care/Service Knowledge/prior experience of complaints handling Ombudsman/Ofcom knowledge an advantage.

Demonstrated experience answering customer queries and delivering excellent Customer Service in a confident manner.

Knowledge of Social media platforms an advantage.

Youll have excellent English language skills and confident telephone manner.

Youll be computer literate and confident using excel and Microsoft Office.

Experience with Intercom Khoros Genesys and Lifecycle/Jira systems preferable.

What youll receive in return

• A performance based annual bonus & an additional flexible allowance to spend on additional benefits topping up your pension or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave 8 bank holidays 3 personal days annually which increases with length of service
• Private Medical Insurance Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

Remote Work :

No

Employment Type :

Full-time