Consumer Sales & Service Advisor

Temporary job
Digital & IT
Manx Telecom

Our team strive to provide an exceptional customer experience, across all channels and for all customers. As a collective, we:
Handle all contacts across voice, email, SMS, social media and white mail as directed by the Team Manager plus additional channels if they become available.

  • Handle non-contact tasks that arise from customer contact as directed by their Team Manager
  • Take ownership of customer feedback and see through to resolution or escalate as appropriate
  • Consistently strive for customer journeys that are as short and as effective as possible
  • Demonstrably contribute to improving First Contact Resolution (FCR) through problem solving and investigation through to resolution delivering satisfaction
  • Demonstrably contribute to maintaining a high, industry standard, contact centre environment that achieves the best possible results in performance
  • Contribute to the collection of WOCAS data (What Our Customers Are Saying)
  • Positively participate in the Quality framework for Customer Experience
  • Champion the achievement of targets for CSI, NPS and CES
  • Demonstrably promote the KPI of ‘reduced customer effort’ at every opportunity
  • Demonstrably and positively contribute to the wider objectives of Manx Telecom business plans
  • Demonstrably and positively participate in company-wide management projects, initiatives and meetings as directed by the Team Manager

Salary & benefits

Competitive Salary and Benefits package will be provided to the successful candidate.



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