Are you an experienced Customer Service Consultant looking for your next challenge? Do you want to work in a challenging, yet rewarding environment for a leading managed service provider?

The purpose of this role is to act as first point of contact via telephone and email for business customers and to respond to a variety of queries. The Customer Service Consultant will own tasks seeing them through to resolution in a timely manner and will be liaising with colleagues where required to obtain information or escalate to seniors when required.

About the Role

Main Responsibilities

  • - Log tasks accurately using Glides Business Support System, from point of contact through to resolution meeting SLA’s and KPI’s defined by the business
  • - Provide regular, high quality updates to all concerned parties
  • - Manage/monitor all records to ensure a timely resolution, escalating to the team’s supervisor should assistance is required
  • - Provide support and assistance to all members of service support and assistance where required to other teams within Glide
  • - Escalate issues appropriately and manage inter-departmental communication effectively and ensure management are aware of any complaints logged by customers
  • - Follow checklists and documented processes and provided feedback that contributes towards Continual Service improvement

About You

Experience and Knowledge

  • - Customer service and complaints handling experience
  • - Experience dealing with difficult customers
  • - Finance knowledge is advantageous
  • - Communicate effectively both verbally and written at all levels, with the ability to translate technical solutions into non-technical language
  • - Ability to work under pressure and changing priorities in a face paced environment
  • - High attention to detail
  • - Approachable and confident person
  • - Excellent customer service and people skills, and be empathetic to customer situations
  • - Logical methodical problem solver
  • - Pro-active

About Us

Glide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universities and biggest businesses in the country.

The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from our demo room to the feature-rich properties of the future.

We are specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers, and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. We are a big group with the energy and ingenuity of a small business.

Benefits

We believe in our people – they are what makes Glide the best place to work. That is why we offer extensive benefits:

  • 25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday.
  • Pension Contributions.
  • Private Medical Insurance is available for every employee.
  • Life Insurance cover.
  • Discounted Gym membership for employees in the Clevedon and Stoneleigh offices.
  • Cycle to Work scheme will be in place by August 2021.
  • Opportunities to progress within the business.
  • Long Service rewards: each 5 years there is a bonus.
  • A generous employee referral bonus.
  • Regular social events throughout the year, including Summer BBQs, Away Days, and a truly epic Christmas Party.
  • At Glide, staff are genuinely recognised for their hard work and contributions, and these are celebrated with monthly ‘Golden’ Awards, End of Year Awards, and other awards throughout the year.

Values

At Glide, brand values are not just words on a wall. They are at the heart of our culture and shape how we behave, how we recruit and how we support each other and our customers.

Each value is brought to life through our behaviours. Our behaviours make it clear how to speak to our colleagues and our customers, how we act towards each other and how we define being a ‘Glider’.

Stand Together

Like a family, we value togetherness, put the group before ourselves, welcome diversity and always work hard to make sure everyone feels like they belong.

Act Bravely

We dare to do things a little differently. We believe in each other and inspire the people around us to push themselves out of their comfort zones, to do things with courage and conviction, to grab life by the horns and to have total confidence in themselves.

Care Whole-heartedly

If we fall on customer experience, nothing else we do matters. That is because customer loyalty is hard won and easily lost. The difference boils down to caring about the things our customers care about, always taking the time to make life simpler for them and going out of our way to connect and give them more than they would expect.

Live Vibrantly

We are no ordinary company, and our culture reflects that: we believe that having fun, getting on with each other and not taking life too seriously is just as important as working hard.

Be Tenacious

It is about more than hard work and graft – we never rest on our laurels. We are an unstoppable team that know we can always do better and more than what we achieved last week, month or year.

Think Unconventionally

Staying open-minded, defying predictable ways of doing things, outsmarting the competition, and cracking on with enthusiasm and positivity is how we approach everything, every day.