Customer Care Advisor

Ogi is Wales’s leading alternative broadband provider - on a mission to bring next generation full fibre technology right to the front doors of our homes and businesses.

Securing a multimillion-pound private investment back in 2021, we’ve grown our business over the last few years, opening four new offices across south Wales, creating hundreds of new highly skilled jobs, and

supporting thousands of Welsh customers.

As we continue to grow, this is your opportunity to join a fast-paced, award-winning team – one that’s transforming Wales’s digital landscape today, in readiness for tomorrow.

Providing everyone with an outstanding service at every stage of their relationship with Ogi is central to the company’s ethos and success. Our Customer Care Advisors will have a track-record of providing industry-

leading customer service to ensure that everyone receives an excellent service at every point of interaction with us. With a passion for ensuring that all details are right, your primary responsibility will be to care for customers as soon as they are signed up - enabling them to switch to us efficiently, managing complex issues

and securing their retention. You will also help to ensure residents in Ogi build areas are satisfied with the quality of Ogi’s work, helping to drive sales.

Working closely with colleagues right across Ogi, you will be an advocate for the communities and customers we serve – and play a key role in building our general profile and performance as a business.

You will either be part of our Residential Contact Centre, our Customer resolution team or Customer Billing

teams as part of one contact centre. 

The Customer Care Advisor role will include, but not be limited to:

• Contributing to the company’s customer service strategy, bringing first-hand experience of dealing with customers to the centre of the approach.

• Delivering sector-leading customer services, working with the wider teams to avoid duplication and develop a seamless approach.

• Managing complex inbound, customer care issues across channels diligently and professionally – responding across a wide range of touchpoints from calls to emails to instant chat and social media.

 • Delivering proactive customer services across channels where issues are known to us – e.g., around a service outage in a specific area.

• Acting as a concierge for inbound B2C and B2B customer services for all parts of the company.

• Dealing directly with basic and recurring customer care swiftly, with a focus on resolving all incidents on first contact, first time.

 • Maintaining thorough and accurate customer records.

• Supporting social media customer engagement.

• Supporting customers with more complex technical issues.

• Supporting customers with specific complaints.

• Supporting other Sales/Marketing activities where appropriate including with opportunities to upsell services, and at events in local communities.

• Helping to provide bilingual service to customers according to demand.

• Managing complex inbound, customer care issues across channels diligently and professionally – responding across a wide range of touchpoints from calls to emails to instant chat and social media.

• Supporting the wider Care team with training and support - identifying learning gaps and providing these to the Customer Care & Experience Manager to pick up and develop.

• Coordinating and managing customer-facing content for the website and social channels.

• Work with the Customer Care & Experience Manager on internal policies and procedures and ensuring a smooth customer journey.

Next Steps?

Please get in touch for a confidential chat. If you don't consider yourself ticking all the requirements but think you'd be a good fit for us, feel free to message us for a chat too.

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