Taking inbound calls, troubleshoot and fix faults· Manage and wow the customer whilst dealing with a variety of issues· Proactively objection handle and prevent customers from escalating beyond front line· Build relationships with customers and appropriate internal departments· Passionate about making positive changes and currently the MIB (Make It Better) Representative for two teams.· Ran several team workshops on Talk Time and Wrap in Team Meetings. The result has been improved efficiencies across the team.

Taking ownership of complex customer escalations, ensuring that customer queries are dealt with consistently and to the highest standards. Tracking reasons for these escalations and make recommendations to team managers on process, skills or communication improvements that will enhance both the employee and the customer experience· Delivering the greatest, cost effective customer experience by managing advanced processes which include, Future Dated transactions, Unbarring form approvals, Adding Bolt-ons and treats, handset ordering, SIM only cancellations , subscription discounts and credit sign off· Improving communication of process, product, system and service changes and support the development of Customer Services Advisor knowledge so that they will be able to maintain high standards of customer service. Providing detailed and expert advice around these changes to support Teams.· Enhancing the employee and the customer experience by carrying out administrative team tasks on behalf of the Team Manager to enable them to focus their time on the performance, coaching, feedback and development of their teams. Enhancing the customer's experience by providing expert process, product and service knowledge and advice to Customer Services Advisors. Sharing information openly and readily with Customer Service Advisors to enable them to complete challenging calls whilst developing own knowledge.

Responsible for taking inbound technical customer calls/emails, following detailed procedures on dealing with those contacts e.g. data protection checks · Managing customer queries e.g. billing, orders, installations as first point of contact for technical problems · Responsible for placing orders for new installations · Responding to online questions submitted via the O2 portal (O2 website)· Escalating resolutions of customer technical issues to Analyst and sometimes solving them myself. · Building relationships with customers and appropriate internal departments · Responsible for making outbound calls to customers and other areas of the business as necessary to resolve customer queries