Customer Support Executive

Role Information:

• Job Title: Customer Support Executive x 4

• Reports to: Team Leader  

• Location: Fulney Hall/Peterborough 

• Full Time 

The LightSpeed Experience 

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people. 

About us 

We’ve been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.​ 

​ Join us 

Here at LightSpeed, we’re going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.​ 

​ This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team – you can be yourself here and everyone is welcome. So, join us! ​ 

 Job Purpose 

We’re looking for a Customer Support Executive to join our Customer Support team. You’ll be responsible for responding to customer contact over the phone, email, Live Chat, SMS and Social Media - delivering an exceptional customer experience at every touchpoint of their journey with us. You’ll also play a key role in the day to day management of all field engineers and their associated activities. 

 Key Responsibilities 

• Taking inbound queries via phone, email, Live Chat and SMS – building a rapport with, and delivering a personalised service to every customer. 

• Outbound contact to customers to ensure we fully understand their needs and identify additional requirements. 

• Keeping our customer management system up-to-date with relevant notes and tasks. 

• Troubleshooting and identifying solutions to any customer issues, including the resolution of technical issues. 

• Organising and booking installation appointments and service visits – paying close attention to engineer locations and planning travel routes that maximise engineer time. 

• Contribute to the continuous improvement of the business by providing feedback and sharing best practice. 

Key Requirements: 

• Exceptional customer-focused written and verbal communication skills. 

• Confident learning and navigating internal systems as well as technical specifications and detail relating to the products we offer. 

• Ability to adapt communication style to each customer – translating technical jargon and information into easily understandable terms where required. 

• Unrelenting focus on getting the right outcome for the customer first time and removing the need for repeat contact. 

• Awareness of the importance of accurate notes and recording next best action. 

• Ability to work in a fast paced, dynamic environment. 

What you can expect from the interview process: 

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.  If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.  

What we can offer you: 

• Competitive Holiday Allowance + Bank Holidays 

• Medical Health Insurance 

• Death in Service Cover of 4 x Salary 

• Pension 

• Bonus Scheme 

• Social Events 

• EAP System 

• Opportunities for Growth & Development 

• Free LightSpeed Broadband – If you’re in our area 

• Cycle to Work Scheme 

• Flexible Working 

• Employee Discounts 

• Gym Membership 

• Health & Wellbeing  

• Birthday Day Off