Customer Service Associate – Bristol

About Croft

Croft is a company delivering next-generation Communication & IT Managed Services to a range of clients in the SME, corporate and public sectors.

Key areas of our business include business mobiles, business phone systems, business broadband, managed IT services, managed cyber security services, hosted telephony, contact centres and IT hardware repair.

Our clients include Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels, Brompton and Ted Baker.

We have seen significant growth in the last 2 years and have acquired 22 businesses, with an ongoing strategy to acquire more businesses that are accretive to the group, be it through scale, geography, or adjacent product.

This is a great business to join at an exciting part of its lifecycle. Operating like an entrepreneurial start-up with the security of being a small established business, the environment is fast-paced but fun!

Role Summary

Croft are seeking a highly motivated and dedicated Customer Support Associate to join our team. This role is vital to ensuring the highest level of customer satisfaction by providing exceptional support and service to our clients. The successful candidate will play a key role in processing mobile orders, handling day-to-day customer service inquiries, managing data cleansing and management tasks, responding to calls and tickets, and collaborating closely with our network partners. Additionally, this role will support our Account Management Team in delivering a seamless experience to our valued customers.

Why Join Croft:

• Our Purpose: Service. Uncomplicated.
• Our Vision: A seamless experience for every customer. Everywhere. Every time.
• Our Values: Wow the customer, Give a Sh*t, Grow and Be Croft.

If you are a driven and customer-focused individual and can identify with our values vision and purpose, we invite you to apply and contribute to our journey of transforming the technology and managed services landscape.

Benefits

• Cycle to work scheme
• On-site parking
• Private medical insurance
• Pay: TBC

Key Responsibilities and main tasks and activities

• Processing Mobile Orders: Efficiently process and manage mobile orders, ensuring accuracy and timeliness in fulfilling customer requests.
• Day-to-Day Customer Service: Deliver exceptional customer service by promptly addressing inquiries, resolving issues, and maintaining a high level of client satisfaction.
• Data Cleansing and Management: Perform data cleansing and management tasks to ensure the accuracy and integrity of customer information in our systems.
• Answering Calls and Tickets: Handle incoming calls and tickets from customers, providing timely and professional responses to their queries and concerns.
• Liaising with Networks: Collaborate with network partners to coordinate and resolve customer-related issues, ensuring a smooth communication flow.
• Support Account Management Team: Assist the Account Management Team in various tasks to enhance the overall customer experience, including order processing, account management, and problem resolution.

Personal Qualities

The role would suit someone who has;

• Ability to multi-task and switch priorities according to business needs
• Strong communication skills
• A creative mindset, have the ability to come up with new ideas and ways to reach our audience
• Strong attention to detail
• Excellent writing/editorial skills
• Good with social media
• Appetite to take on challenges
• Ability to prioritise and organise workload
• Ability to work autonomously
• Excellent organisational and administrative skills
• Above all, an ambitious, hard-working, positive, friendly and outgoing disposition to fit in with our team and company culture.

Qualifications

• 5 or more GCSE Grade C or above
• English GCSE Grade C or above
• Further Education Qualifications (e.g. A-Level, NVQ, Diploma, Degree etc) – preferred but not essential.

Desired Skills

• Prior experience in customer support or a related field is a plus.
• Strong communication skills, both written and verbal.
• Excellent problem-solving and interpersonal skills.
• Detail-oriented with the ability to manage data accurately.
• Proficient in using customer support software and tools.
• Ability to work collaboratively in a team and adapt to a fast-paced environment.

Experience:

Customer Service: 1 year (required)
Telecommunication: 1 year (preferred)