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Career Opportunities at Spitfire     Career Opportunities at Spitfire Spitfire has established a strong market presence as an integrated services provider of computer networks, telephone systems, internet access and telecommunications carrier services to SMEs within the M25. Spitfire is a Microsoft Solution Provider, a Tier 2 ISP and an Ofcom recognised communications provider. Working in partnership with world-class suppliers, it has achieved an enviable reputation for quality of service amongst its customers. The CSC (Customer Service Centre) is responsible for the support of Voice and Data solutions. The group now requires a :- Customer Service Advisor   Salary: up to £18-22K   Based: Vauxhall SW8 5BL   Holidays: 20 working days per annum. Increasing by one day per year with the company to a maximum of 25 days per annum   Hours: Shift system operating between 0800 & 2000 Monday to Friday.   Benefits: Permanent Health Insurance The Challeng The Customer Services Team consists of 6+ Advisors and 15 Engineers who provide support to ISP, Voice and Data customers. The aim of the group is to provide profitable solutions that meet customers’ needs. The role of the CSA within the team is critical to improving and maintaining the quality and effectiveness of that support   Receive in-bound support queries by telephone and email   Accurately input and monitor jobs on SOS (Spitfire’s call management system).   Respond to all new calls within 30 minutes.   Obtain detailed information about the fault as necessary.   Perform first line diagnostics as appropriate.   Report out faults to BT on Eco as appropriate. Monitor & escalate BT problems as necessary.   Keep customers updated with progress of their call – pro-active handling of customers is essential. We will call them before they chase us   Keep SOS updated with details of customer contact details and responses from third parties.   Allocate work to other team members and keep them “on task”. The person will work on an hour-by-hour basis with the Customer Service Manager to ensure that jobs are being properly dealt with and resource properly used.   Escalate issues to Customer Services Manager that are due to fail their response or recovery based on published targets.   Apply special care procedures to customers as needed.   Suggest and implement improvements where identified and agreed necessary with the Customer Services Manager. The person will have excellent customer care skills able to deal with a wide variety of customers. Tact in dealing with distraught and irate people is essential. Ability to keep focussed on core issues under pressure is fundamental to the success of the candidate in this role.   The Requirements   Experienced in Customer Service (preferably telephone), 18 months to two years, ideally a customer service 2nd/3rd “jobber”.   Experienced working for an ISP/Telecoms company essential.   Exceptional listening skills.   Accurate data input/keyboard skills.   Educated to at least ‘A Level or equivalent.   An enthusiastic self-starter, who will take ownership of projects.   Hardworking with a “can do” attitude. To apply please send CV with covering letter detailing your suitability for the role to: hr@spitfire.co.uk Please note that CVs sent without a covering letter will be disregarded.

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