Apprentice Customer Operations Advisor .

Gigaclear Abingdon

Our CEO sees our Customer Operations team as the heartbeat of the company, that is why during 2021 it has grown to a team of 40 and we are looking to add more to ensure our growing customer numbers receive the service they deserve and we replace those that have progressed and been promoted to other areas of the business.

Apprenticeships > Level 2 (Intermediate) Apprenticeship Customer Service

  • GMFJ Reference
    158214
  • Wages
    £8.71 p/h
  • Hours
    37.50 per week
  • Date Posted
    05/11/2021
  • Start Date
    04/02/2022

  • Location
    Abingdon
  • Status
    Now Taking Applications
  • Sector
    Customer Service
  • Opportunity Type
    Intermediate Level 2
  • Employer
    Gigaclear

Description of Opportunity

Our Customer Operations Team provide an exceptional customer service to Gigaclear customers over the phone, via email or perhaps even social media channels.

They continually develop a premium service experience, resolving issues around faults or installations, troubleshooting and talking through technical issues with their broadband or it could be billing or contract queries.

All of these involve interacting with and building relationships with other internal teams (eg our build teams, field engineering teams, 3rd party contractors, finance, sales, etc) always aiming to provide a first time fix, every time.

This role is office based across the Customer Operations opening hours of Monday to Friday 8am - 8pm, and weekends 10am – 5pm. You will be issued a rota shift pattern within these opening hours.

Key Accountability & Responsibilities

  • Acting as the first point of contact for all customer queries, and handling communications professionally and efficiently through a mixture of channels, including but not limited to phone, email, webchat, online forums, and social media.
  • Providing a premium experience to Gigaclear customers and internal stakeholders, taking ownership of queries through to resolution and whenever possible looking to resolve at first contact.
  • Providing reactive and proactive customer communications through written and verbal case management.
  • Supporting the booking of installations, ensuring all parties are aligned so we deliver a first-class service experience either through our own engineers or that of 3rd party contractors.
  • Meet agreed individual and team KPIs including customer satisfaction and related service level agreements.
  • Review and assist with managing failed customer visits, ready for service issues (RFSI) and failed installations through to a successful outcome with varying teams.
  • To assist in escalation and complaint management, with support from the Customer Operations management team.
  • Building relationships, supporting and liaising with all internal departments as required, enabling everyone involved to deliver a premium customer experience in all instances.
  • Managing own workload effectively and supporting team when needed.
  • Taking ownership and personal accountability of any queries or issues that are raised.
  • Providing timely and proactive updates and information to customers, avoiding the need for repeated contacts to Gigaclear. Ensuring they are delivered within any agreed SLAs.
  • Developing own knowledge of Gigaclear products and processes, providing feedback to the management team to help make improvements, when required.
  • Maintain all CRM and other related systems, ensuring information is updated in a clear and concise manner at every touch point.
  • Be an ambassador of the Gigaclear brand, turning around any negative experiences through listening, displaying empathy with a calm and methodical approach, in turn delivering premium customer service.


For more information about this vacancy please contact Learning Skills Partnership on 01482338840 (Ref ID: 158214)

  • A disciplined approach to problem solving – taking ownership of issues and ensures quality processes are maintained.
  • Knowledge of Microsoft Office 365, in particular; Outlook, Excel, Word.
  • Strong interpersonal skills allowing effective communication with internal and external stakeholders at all levels.
  • Exceptional verbal and written communication skills.
  • Methodical and disciplined approach to problem solving with the ability to remain calm under pressure.
  • Excellent organisational skills, a self-starter and able to undertake tasks on own initiative.
  • A strong and confident communicator with the ability to negotiate.
  • Excellent time-management skills, with the ability to work under pressure, assimilating information quickly and acting decisively in an environment of changing priorities.

GCSE Maths and English at grade C (4) or above essential for the Apprenticeship training.

Customer Service Practitioner Level 2.

This apprenticeship programme is delivered with a blended learning approach and includes a mixture of onsite tutor visits and online tutor led sessions. All delivery is completed in the workplace and you will not need to attend any off-site training.

We are keen to talk with people who bring a customer focused approach, background and previous experience is not so important, you could be from a retail or hospitality background where you have had to deal with customers face to face on a daily basis, you may already be in an office environment but looking to work in a bigger team with greater potential to develop and progress, or perhaps you are just particularly keen to learn more about some of the technical issues a Fibre Network Operator and ISP have to deal with (think home networking troubleshooting, hardware, routers, wif-fi, etc) and see where this may lead.

We mention progression and promotions but of course it takes time and there is a lot to learn about our network, our installations and our products. But with time, learning and development there will come opportunities – we have Advisors who after 12 months have progressed into leader and people management roles in the team, some have moved into more technically focused roles within our NOC (Network Operations Centre), while others who love talking about our products, the problems they solve and benefits they bring have moved into Sales roles.
Staff rewards, benefits and opportunities We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all. · Employer pension; up to 8% matched contribution · Income protection & life assurance · 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days! · Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice · Unlimited access to LinkedIn Learning · Long service benefits and monthly employee recognition · Enhanced maternity and paternity provisions · Health & Wellbeing initiatives and company funded social events We also have monthly company meetings with pizza for everyone. A star of the month award which recognises employees that have gone above and beyond, with a prize! There is also a weekly running club, our very own football team Gigaclear FC, plus two company socials a year, and more. Our values Our approach is to work guided by our mission, vision and values. Find a way, Be committed, Do the right thing, Keep it simple.

Based on this opportunity you might also be interested in.

Opportunity with Supply Desk  | GetMyFirstJob
Customer Claims Handler Apprentice

  • Customer Servicek
  • 187.50 p/w
  • Intermediate Level 2
  • Preston

Customer Claims Handler Apprentice

Do you want to start a career in a role that grows with you? We have a very exciting opportunity to become part of ambitious company as a Customer Claims Handler.

Opportunity with Supply Desk  | GetMyFirstJob
Apprentice Insurance Sales and Administration Adviser

  • Customer Servicek
  • 225.00 p/w
  • Intermediate Level 2
  • Whittington Moor

Apprentice Insurance Sales and Administration Adviser

A great opportunity to join the team at Coversure in Chesterfield as an Apprentice Insurance Sales and Administration Adviser!

Opportunity with Supply Desk  | GetMyFirstJob
Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

  • Customer Servicek
  • 172.00 p/w
  • Intermediate Level 2
  • Peterborough

Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

This is an unmissable opportunity to join the Apprenticeship Program as a Customer Service Apprentice. You will be working in a dedicated Suzuki dealership and receive block release training at the state of the art Alliance Training Centre in Doncaster.

Opportunity with Supply Desk  | GetMyFirstJob
Aftersales Advisor Apprenticeship (Customer Service Level 2)

  • Customer Servicek
  • 166.00 p/w
  • Intermediate Level 2
  • Tunbridge Wells

Aftersales Advisor Apprenticeship (Customer Service Level 2)

This is an unmissable opportunity to join the Apprenticeship Program as a Customer Service Apprentice. You will be working in a dedicated Nissan dealership and receive block release training at the state of the art Alliance Training Centre in Doncaster.

Opportunity with Supply Desk  | GetMyFirstJob
Customer Service Apprentice

  • Customer Servicek
  • 172.00 p/w
  • Intermediate Level 2
  • Bridlington

Customer Service Apprentice

A fresh and exciting opportunity for the right individual to join an active minded organisation who serve the local community with sporting opportunities.

Opportunity with Supply Desk  | GetMyFirstJob
Business Administration Trainee

  • Customer Servicek
  • N/A p/w
  • Traineeship
  • Warrington

Business Administration Trainee

Are you aged 16-24 and would like to gain work experience in a busy receptionoffice? Altspace Ltd are looking for an enthusiastic individual to join their team. This could lead to a Business Admin apprenticeship.

Opportunity with Supply Desk  | GetMyFirstJob
Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

  • Customer Servicek
  • 172.00 p/w
  • Intermediate Level 2
  • Canterbury

Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

This is an unmissable opportunity to join the Apprenticeship Program as a Customer Service Apprentice. You will be working in a dedicated Suzuki dealership and receive block release training at the state of the art Alliance Training Centre in Doncaster.

Opportunity with Supply Desk  | GetMyFirstJob
Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

  • Customer Servicek
  • 172.00 p/w
  • Intermediate Level 2
  • Leighton Buzzard

Suzuki Aftersales Advisor Apprenticeship (Customer Service Level 2)

This is an unmissable opportunity to join the Apprenticeship Program as a Customer Service Apprentice. You will be working in a dedicated Suzuki dealership and receive block release training at the state of the art Alliance Training Centre in Doncaster.

Opportunities with Learning Skills Partnership

With Learning Skills Partnership (LSP) you can be reassured that they are not just any ordinary Training Company. They bring a wealth of experience and knowledge to their Apprenticeship programmes, focusing on key business sectors; including the Automotive Retail and Construction industries.

Find Out More
© 2021 GetMyFirstJob Ltd.

Your first steps into the world of work for Apprenticeships, Degree Apprenticeships, Work Experience & Graduate Jobs