Employer: YouFibre
Job Title: Customer Service Executive
Location: Remote (United Kingdom)
Salary: £27,500 per annum
Job Type: Full-time
About YouFibre
Here at YouFibre the customer is the main focus as the company is on a mission to provide the best service and customer experience in the telecommunication world. Customers are treated with the utmost respect, and the company strongly believes that customers should always be viewed as a person first and customer second. The company doesn’t accept anything less than excellent!
Key Responsibilities
Customer Interaction & Support
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Customer Management: Provide a warm and friendly greeting to customers over the phone, via email, live chat, or social media, ensuring a positive start to all interactions.
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Enquiry Handling: Respond promptly and accurately to customer enquiries about products, services, and company policies.
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Issue Resolution: Efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!
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Communication: Strive for right first time, but if not possible, proactively support the customer in reaching a resolution and keep customers updated with relevant and timely information.
Documentation & Follow-Up
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Documentation: Accurately document customer interactions, feedback, and resolutions in the company’s CRM system for future reference and analysis.
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Follow-Up: Ensure customer issues are resolved by following up appropriately, proactively preventing customers from needing to inform the company of their issues.
Technical & Installation Support
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Technical Support: Troubleshoot simple and occasionally complex technical issues with customers through multiple contact channels.
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Order to Installation Support: Handle the customer experience from point of order to installation, keeping the customer informed on every step of the journey. Assist customers in amending installation bookings, advising them of the installation process, and explaining delays.
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Installation Management: Be the voice of the customer and manage the installation experience between the customer, YouFibre and network build partners, ensuring quality and needs are met at every stage.
Billing & Product Support
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Billing Support: Assist with billing inquiries, amend invoices, and set up direct debits. Support customers experiencing financial difficulties with compassion and empathy, in line with company policy.
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Customer Support: Suggest additional products or services that may benefit the customer.
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Order Processing: Manage order modifications, cancellations, and re-contracts.
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Sales Support: Provide detailed information about products, services, promotions, and policies.
Admin & Continuous Improvement
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Admin Support: Complete general admin tasks related to customer service.
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Complaints Handling: Take responsibility for negative CSATs and complaints, acting as an escalation point to ensure issues are resolved promptly.
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Continuous Learning: Stay updated with product knowledge, company updates, and industry trends.
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Collaboration: Work with other departments to ensure timely resolution of customer issues.
Skills, Knowledge & Expertise
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Previous experience in Customer Service
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Excellent communication skills (verbal, non-verbal and written)
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Strong problem-solving aptitude with a solution focus
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Ability to grasp technical support procedures and resolve issues
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Effective organisation skills for managing multiple tasks and deadlines
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Keen attention to detail
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Adaptable to evolving procedures and customer needs
Job Benefits
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Equity – a real part of the company
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25 days holiday plus bank holidays
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Pension scheme matching up to 8%
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Phone allowance
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Health care cash plan
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Cycle to work
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Employee assistance programme
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PPE and Uniform provided
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IT equipment provided
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Discounted gym memberships
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Retail offers – recognisable brand discounts
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Company events
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Travel expenses paid
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Free YouFibre broadband (if within service area) plus friends & family discount
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Life assurance – 4× basic salary cover
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Colleague referral scheme (£500)
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Continuous development and long-term career prospects
Note: Applications will be reviewed as received and the vacancy may be filled early. Early application is encouraged.
Recruitment Process
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Send an application via the Careers Site or Job Boards.
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Recruitment screens the application against essential criteria.
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Hear back within 2–3 days with an outcome or next step.
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If no response within that timeframe, applicants may reach out at recruitment@substantial.group
More About YouFibre
YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, the company aims to bring ultrafast Internet to homes and offices. Guided by flawless customer support, fair contracts, and affordable pricing, YouFibre delivers the full fibre experience for the best Internet experience possible.
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.