Customer Service Advisor – Provisioning (Leeds)

  • Leeds
  • Starting salary of £17,300, rising to £18,000 after an average of 6 months
  • 37.5hrs/week
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About the job

This is a fantastic time to join Plusnet, in 2018 we celebrated our 21st birthday and are continuing to grow successfully. We offer a competitive basic salary plus bonus along with an extensive benefits package which includes;

  • Free phone line & broadband, TV Packages including BT Sport
  • Up to 13% quarterly bonus and salary rising to £18,000 after your average learning period of 6 months.
  • Free lunch in our newly renovated canteen
  • Generous holiday allowance, pension & shares schemes
  • Healthcare options, numerous discounts on everyday items such as mobile phone contracts, travel, gym memberships, cinema tickets and much more…

At Plusnet, we are proud to care which is why we are looking for the very best people to join us as Customer Provisioning Advisors. You will work in our busy contact centre speaking with our customers, and ensuring they receive a high level of service.

A Customer Provisioning Advisor is not your average call centre role, you will act as the voice of the customer ensuring they have the best possible experience when getting setup on our broadband service or helping them when moving house

What does my every day look like?

  • Answering customer queries via inbound calls, resolving broadband order updates, delays and general enquiries
  • Working through various channels to resolve the customer queries
  • Contacting suppliers such as Openreach on behalf of our customers to arrange installations
  • Proactively update the customer to talk them through outcomes and solutions

The shifts we are recruiting after training are as follows:

Sunday Monday Tuesday Wednesday Thursday Friday Saturday
Day Off 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 Day Off 09:00 - 17:30
Day Off 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 Day Off
Day Off 12:30 - 21:00 12:30 - 21:00 12:30 - 21:00 12:30 - 21:00 12:30 - 21:00 Day Off
Day Off 09:00 - 17:30 09:00 - 17:30 11:00 - 19:30 11:00 - 19:30 09:00 - 17:30 Day Off
Day Off 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 09:00 - 17:30 Day Off

Please note shifts can change due to business demand but we will provide 28 days notice of any change.

To be able to succeed in this role, you must have the following skills and experience…

  • Enjoy communicating with customers in a simple and straight-talking way
  • Able to deal with complaints and objection handling confidently.
  • Be calm under pressure and enjoy using your own initiative to solve complex problems
  • Be comfortable using multiple computer systems

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