italk, a leading UK broadband provider, is currently recruiting for a Remote Customer Service Advisor. This position requires a professional and approachable individual capable of delivering excellent service and making customers feel valued and secure. Applicants must have a minimum of 12 months’ experience in a telephone-based customer service role.
The successful candidate will serve as the first point of contact, handling queries with efficiency and care, while upholding italk’s reputation as one of the most trusted broadband providers in the country.
About italk
italk is a broadband provider established in 2007, offering simple broadband services with straightforward pricing. The company believes that purchasing broadband should be a hassle-free decision, free from hidden charges, unexpected price hikes, or unpleasant surprises. Italk offers high-speed broadband tailored for browsers, gamers, binge-watchers, and internet professionals.
From the initial sales call to the installation and the ongoing customer experience, italk aims to ensure a smooth and simple process. The company takes care of everything, including switching from the previous provider, managing engineer appointments, and delivering the latest hardware to ensure customers can get connected as quickly as possible.
Customer satisfaction is at the heart of italk’s operations, and the company is proud to be recognised as one of the most trusted broadband and fibre providers in the UK, as rated by Trustpilot.
Position: Customer Service Advisor
Salary: £23,809.50 a year
Job Type: Full Time
Location: Remote
About the Role
Italk is an independent home telephone and broadband provider, serving thousands of existing customers across the UK. We offer competitively priced packages for our customers’ needs while upholding a commitment to maintaining excellent customer service on all levels.
Responsibilities
The role requires you to make our customer experience a memorable one. We want every customer leaving the call with a positive experience, happy that their services are with italk and that is down to each advisor.
- You will be the front line of customer relations, speaking to a wide variety of people on a wide variety of problems and issues in order to provide resolutions to any snags that may have arisen. You will be well versed in delivering a strong standard of customer service, dealing with all aspects of accounts, such as guidance through faults, billing enquiries, providing resolutions and retaining business when necessary.
- Your role will include promoting and providing advice on all of our range of products. On each call a review should be done to ensure our customers are on the right package for their needs and budget and they are receiving the service they should be. We expect agents to be confident in their advice; dealing with dissatisfaction with a positive attitude.
- Customer Satisfaction and retention is a key responsibility of our advisors. Ensuring you identify and offer a solution for any customers who may be considering a different provider. Using your skills as a customer advisor and your knowledge of the packages and services we offer, you will use this to turn the outcome to a positive one.
About You
We’re searching for individuals with a minimum of 12 months telephone-based customer service experience. Candidates must have a great ability to solve problems and think on their feet, whilst simultaneously speaking to our customers in a calm and friendly manner. You will be at the heart of representing italk ensuring that our customers that you’re not just another voice at the end of the phone, but someone they feel they can rely on to help with their problems.
Person specification:
- Professional and approachable, making our customers feel heard and secure
- Good at building a reputable relationship and rapport with customers
- Strong attention to detail and organisational skills are essential
- A committed and professional attitude towards delivering excellent customer service, with a genuine desire to assist others with their issues
- The ability to handle and adapt to any given situation without compromising quality
- A high level of motivation to meet the set standards and show that you can exceed
- Strong multitasking abilities and the capacity to manage a varied and diverse workload.
This role is for a remote, full time only, permanent contract.
Whilst this is a remote role you will also have the support of a team behind you to confer with, talk to or bounce ideas off if you’re ever unsure on something. But rest assured full training will be given.
You are required to have all of your own equipment to complete this role and a consistent stable internet connection. It is our policy that your equipment and connection are a part of your ability to work reliably, in the same way that you would be expected to dependably commute to an office.
We will provide full training and ongoing support throughout your onboarding, and you will be given lots of feedback to ensure that you are comfortable with all aspects of the role.
Equipment Requirements
- Your own computer/laptop running Windows 10+ or the latest IOS software (No chromebooks or notepads)
- Secure internet connection with 10mb minimum download speed, 8mb minimum upload speed (you can test this here https://www.broadbandspeedtest.org.uk/)
- Headset with USB connections capabilities
- A quiet home desk space to work from
We will provide comprehensive training and ongoing support throughout your employment to ensure you have all the tools to succeed as a great Customer Care Advisor.
Experience requirements
- A minimum of 12 months in a telephone-based customer service role
- This experience must be within the last 3 years
- Any background in sales, faults or resolutions is beneficial, but not mandatory.
Please note that due to a high volume of applications we may not be able to reach all candidates.
Shift patterns
You will be expected to work on a weekly rotational shift pattern basis, with all weekday shifts being between 8am – 7pm and all Saturday shifts being between 9am – 5:30pm. We do not work on Sundays.
9:00am – 5:30pm Mon – Fri
9:00-3:30pm Mon – Fri & 9:00-5.30pm Sat
10:30 – 7:00pm Mon – Fri
This is a 37.5 hour per week contract. Full time hours only
Benefits
In return you will receive:
- Fantastic working environment with a friendly team
- Training on all aspects of the role
- Regular bonuses and incentives
- 29 days annual leave (Including bank holidays on a Pro-rata basis)
- Access to Private Health Care (upon completion of probation)
Required Documents
- CV/Resume
- Cover Letter
Application Process
To apply for this role, please visit HERE
Application Deadline
May 8, 2025