Customer Service Advisor

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

Please note that this is a 6 months FTC

As a Partner Service Executive within TalkTalk Wholesale Services, you will be part of a high driven operations team who are committed to providing excellent customer service to our partners.

Working as part of the Customer support function, this multi-skilled role will be to deliver a professional level of service to our Partners, establishing successful relationships and ensuring accountabilities for all requests and actions. You will be empowered to identify process and system improvements, carry out root cause analysis of any failures and the implementation of corrective actions. The role involves liaising with all other TTWS departments to manage successful delivery of committed service levels whilst achieving operational and contractual SLA’s.

Your responsibilities

• Managing a professional relationship with our key partners
• Ensuring that all partner contacts received are resolved promptly, efficiently, and accurately, owning through to resolution.
• Interact with our Partner/Customer and internal community across a multitude of channel options including calls, emails & web chat.
• Maintaining the knowledge necessary to pro-actively resolve issues or be capable of effectively sourcing the knowledge necessary to provide a suitable solution.
• Manage time effectively to deal with and prioritise workload generated from the customer base.
• Communication with internal departments and external networks to rectify problems and offer solutions, whilst maintaining view of the committed SLA
• A pro-active approach in respect of seeking opportunities to improve processes/services and liaising with the relevant parties to make them happen.
• Interaction with partners regarding queries which includes escalations, calculating credits, disputes using FTP and Billing Sites, and cease requests.

Skills required to be successful in the role:

• Written and verbal communication skills
• Phone etiquette (both inbound and outbound)
• Microsoft Excel
• Compliance and regulatory standards
• Ability to multitask and prioritise workload

What can we offer you?

• Free TalkTalk broadband for all employees!
• Electric car charging points available at our HQ.
• Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
• Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
• Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Job Type: Fixed term contract
Contract length: 6 months

Salary: £20,000.00-£22,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Free flu jabs
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Store discount
• Transport links
• Wellness programme

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Yearly bonus

Ability to commute/relocate:

• Salford: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Please note that this is for a 6 months FTC, with immediate start if successful. Are you keen to proceed based on this information?

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in Salford

Application deadline: 14/04/2023