Customer Excellence Associate

SMARTY's on an unprecedented growth journey. SMARTY has gone from being a start-up to entering the next exciting phase of its journey as a scale-up.

Our mission is to bring fairness & transparency to the UK mobile market by being the connectivity brand that stands out for being simple & honest. Hot on the heels of our success in growing the business, we now need to add more amazing people to our team in all areas of SMARTY for the next exciting chapter in our success story.

SMARTY's a great place work - oodles of passion sit within a small, engaged team. Best of all though, we're wholly owned by Three which means we can lean into our parent organisation when we need to whilst still standing on our own two feet to deliver for our customers. Your focus will be to deliver an exceptional customer service that sets SMARTY apart from its competitors.

Do you want to be part of an exciting dynamic business?

This is an exciting opportunity to be at the front line for SMARTY, chatting with all our customers via Social Media channels, Community, Voice/Email and dealing with any customer complaints over a 7-day shift pattern during office hours adopting a hybrid working environment with 2/3 days in either our Glasgow office and the remainder working from home.

• Answer SMARTY customer queries while delivering a service which makes our customers feel valued.

• Be the customer Excellence representative delivering a service which makes our customers feel valued.

• Manage our Complaints, VOICE, Community and Social Media queries in a timely and efficient way.

• Support customers to encourage future self-serve.

• Play a key part in leveraging the VOICE of the customer to drive continuous improvement.

• Implement processes and procedures in the operation that provides first contact resolution.

• Adhere to all compliance and regulatory processes and procedures.

• A positive, can-do attitude will help you flourish in this role and you'll be a real team player.

• Support TL as and where appropriate to ensure we deliver a great Customer Experience at every touch point.

• Experience within Customer care/Service –Knowledge/prior experience of complaints handling, Ombudsman/Ofcom knowledge an advantage.

• Demonstrated experience answering customer queries and delivering excellent Customer Service in a confident manner.

• Knowledge of Social media platforms an advantage.

• You'll have excellent English language skills and confident telephone manner.

• You'll be computer literate and confident using excel and Microsoft Office.

• Experience with Intercom, Khoros, Genesys and Lifecycle/Jira systems preferable.

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.