About the Role

To conduct customer surveys on Manx Telecom products and services to our Consumer and Corporate customers.

The role responsibilities will include:

• Actively promote Manx Telecom’s products and services
• Taking ownership and recording customer interactions, seeing through to resolution or escalating as appropriate
• Being a champion for promoting excellent customer service and for reducing customer effort
• Consistently striving to deliver the best customer experience possible, ensuring customers are regularly communicated with throughout the order and/or fault process
• Achieving call answering and case management targets
• Handling non-contact tasks that arise from customer contact as directed by their Team Manager
• Demonstrably contribute to maintaining a high, industry standard, working environment that achieves the best possible results in performance
• Delivering individual sales performance against channel targets
• Keeping up to date with all training and compliance requirements
• Following set processes accurately and correctly with little or no discretion
• To actively support, company policy and best practice in the area of security with particular emphasis on the protection of sensitive information and compliance (GDPR)
• Demonstrably and positively contribute to the wider objectives of Manx Telecom business plans and our company values

• A positive and cheerful can do attitude
• Eager and quick to learn
• Personable with strong communication and relationship building capabilities across all levels
• Collaborative and supportive team member
• Enjoys a challenge and can work well and remain calm under pressure
• Honest and reliable
• Smart appearance

• Friendly telephone manner and good listening skills with the ability to empathise
• Must have a passion for delivering excellent customer service, always putting the customer first and striving for first contact resolution
• Fantastic verbal and written communication skills with a desire to produce accurate work to a high standard
• The ability to adapt quickly to change in a fast paced environment
• Excellent organisational and administrative skills
• Methodical and logical approach, relishing getting to the bottom of a problem
• Great at building rapport
• Experience of working in an environment where being punctual is crucial
• Enjoy working in a team and contributing to team targets
• A completer-finisher with excellent collaboration skills
• Focused and determined to deliver the best possible outcomes
• Experience of working in a technical role or an interest in technology
• Enjoy helping customers make buying decisions