Lead Generator

Job title: Lead Generator

Hours of Work: 37.5 hours per week Monday to Friday (between our operating hours of 8am to 6pm). Exact working hours to be agreed.

What is the Role?

As a Lead Generator, you will be responsible for providing outstanding customer service and support to our wide range of customers spanning multiple industries, Our culture is focused on the customer experience not average talk times, built on our traditional beliefs where the customer is king (or queen!) and their problem is our problem until resolved. Striving to always deliver service excellence as a Lead Generator you will predominantly be accountable for providing support (after appropriate training) to end users and assisting them with their mobile phones, tablets, telephone systems and connectivity queries.

Key Tasks & Accountabilities

• Receiving incoming enquiries via phone, email and webchat.
• Providing support and assistance to customers across our entire product portfolio
• Follow defined triage steps to quickly identify and ultimately resolve issues
• Acting as the advocate for the customer within dbfb ensuring all enquiries are owned until resolved
• Working with key suppliers to ensure dbfb’s delivery standards are adhered to
• Keeping customers fully updated of progress of their order and/or issue at all times
• Updating internal platforms to ensure teammates are fully informed of any tasks you have been working on and steps taken to date
• Utilising monitoring equipment to offer a pro-active support service to managed customers
• Occasional out-of-hours work required to provide on-site support to certain prestigious local customers whilst they host key events (Paid overtime or time off in lieu offered in return)

Competencies:

• Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and IT constraints.
• A tenacious attitude with a desire to deliver over and above the customers’ expectations
• Animated personality, who engages 3rd parties in a professional and proficient manner. Providing assurance that their account is a priority.
• Able to demonstrate a confident and friendly telephone manner
• Possess both strong keyboard and written language skills
• Confident in liaising with all colleagues to meet the customers’ requirements. Demonstrating customer activist behaviour to always deliver service excellence.
• Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation
• Adaptability to continue to deliver service excellence in a fast-changing environment. Demonstrable results in managing multiple queries at a time.
• Excellent attention to detail whilst taking pride in the service you offer

Experience:

• Competent user of MS Office products, particularly Word and Excel
• Familiarity of working within a ticketing platform
• Industry experience within the telecoms or mobile service provider industry would be advantageous
• Minimum of 3 years’ experience in a Customer Services environment

Qualifications:

• A level Maths and English Language grade C or above (or recognised equivalent qualification)
• NVQ in Customer Services or similar qualification would be advantageous.

What’s in it for You

Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deals to work with us; A competitive salary, Profit share annual bonus, 22 days holiday, extra days leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time

Plus genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go!

Apply today with an updated CV