Posted: Posted 228 days ago

Service Assurance Agent

Salford Quays, Manchester

    Here at TalkTalk we are extremely passionate about our customers. As a Service Assurance Agent in our vibrant environment you’ll case manage customers who have complex issues or queries about their TalkTalk services. Our aim is to quickly understand their needs and resolve their queries in the quickest time possible whilst also looking for additional opportunities which would enhance their TalkTalk experience.

    We believe that putting our customers first is a top priority here and you won’t be going it alone. You will be part of a fun, friendly and collaborative case management team who are all focused on delivering a great customer experience every time.  

    We invest in our people setting them up for success. Your journey will kick start during our comprehensive technical Induction training, so you’re fully prepared and equipped from day one. In addition to this, ongoing training and support will be offered throughout your time here, to help you develop in your role and meet company and customer expectations.

    If you’ve worked in customer service or a technical focused role before that would be great, we’ll give you all the training and support you need.

    On completion we expect you will be in a position to add value by;

    Owning the resolution of customer issues in accordance with processes and policies. Working to achieve SLA’s, quality standards and other KPI’s agreed. Liaising with internal and external stakeholders to achieve the quickest resolution possible. Being able to work on own initiative as well as part of a team. Prioritising own work load using effective time management skills.  Sharing recommendations on how we can improve the way we operate to improve CEX   

    Does this job look right for you? Want to work your way?