Work for us

Jobs at The Phone Co-op

Here at The Phone Co-op we are committed to providing outstanding service, and aim to reflect our customers' values in the way we run the business.

About Us

The Co-operative Phone & Broadband is part of The Phone Co-op, the only phone and broadband provider in the UK owned and democratically controlled by its customers. We are based in Chipping Norton and Manchester. We have a different way of doing business. While other businesses focus on the pursuit of profits at all costs, we think about our impact on the world and how we can make it a better place while still giving our customers the best possible service.

We give something back

  • Living Wage Employer.
  • We support a range of worthwhile community projects.
  • Customers get the chance to share in our profits.
  • Our Start-Up Fund helps fledgling social enterprises to fly.

We tread lightly

  • Our electricity comes from renewable sources.
  • We offset our own CO2 emissions and those of our suppliers.
  • We choose ethical suppliers, locally where possible, and treat them fairly.

Here at the Phone Co-op we are committed to developing a team to offer our members and customers outstanding service, reflecting their personal values in the way we do business.

The benefits

We offer an excellent benefits package; 5 weeks holiday plus statutory holidays, a non-contributory pension scheme with generous employer contributions, bonus and profit share arrangements. In addition we think we have a great team to work with.

Technical, B2B and Customer Service Team Leader

Scope of the Job: To provide guidance and support to a Technical Support & Customer Service team to enable them to deliver outstanding customer service. Leading by example at all times becoming the voice of the Customer Service Manager within the Manchester Office.

Primary Functions

  • Working with Products and Services Team to provide technical expertise.
  • Manage the inbound web, email or telephone enquiries process ensuring all enquiries are responded to appropriately.
  • Supplier liaison and management.
  • Responsible for ensuring training delivery including induction, coaching and ongoing skills development to consistent standard meeting individual needs.
  • Provide ongoing feedback to the team on individual and team performance.
  • Ensure allocation of resources and tasks across the multi-function team to make effective use of available staff and maximise staff satisfaction.
  • Handle escalations as appropriate.
  • Supervision of team to fulfil Customer Services objectives including objectives for sales: new sales, upselling, cross selling and membership.
  • Ensure documented procedures are in place for technical fault resolution and technical queries.
  • Encouraging through example a process improvement culture.
  • Providing input to the Operations Team to enable swift resolution of recurring issues.

Measures of performance

  • Continuous development and staff training.
  • Be a point of escalation for customer queries & a decision maker for the team.
  • Business KPI's.
  • Retention rate of customers.
  • Customer satisfaction surveys.
  • Staff satisfaction.

Skills/Knowledge/Experience

  • A knowledge of Telecoms both fixed and mobile is required; in particular MPLS, ADSL and VDSL, email clients and servers, POP/IMAP, wireless configuration and a knowledge of Windows/Mac, IOS/Android. Candidates will have a good understanding of networking, wireless, Ethernet, pinging, traceroutes, general telecoms knowledge, how to set up a router and mobile.
  • Leads by example in the approach to customer service excellence.
  • Have an active interest in telecoms and broadband technologies.
  • Proven track record in a Technical service desk being an advantage.
  • Proven track record in a Customer Service environment.
  • Ability to prioritise own and others workload.
  • You will need to demonstrate great people skills needed to create real value in our business.
  • You will also need to have the flexibility and dedication needed to promote our core values and provide the exceptional service that our customers enjoy and expect.
  • Can demonstrate use of feedback and coaching to improve performance of others.
  • Able to manage and coach a multi-function team.
  • You will have a friendly and professional telephone manner and experience in a customer service environment where you can show that you can take ownership of the customer's journey.

Working Conditions and benefits

  • The normal 37.5 hour week (09.00-17.30) will include up to 2 evenings per week (11.30-20.00) and one week in five (08.00-16.30).
  • The Team Leader will be expected to take inbound customer calls and resolve customer queries as part of the core hour's rota and weekend rota.
  • Friendly office in Manchester City Centre; 2 min walk from Victoria Station and/or 20 mins walk from Piccadilly Station, with easy access to tram and bus services.
  • In addition there will be some Saturday working (09.00-15.00) on a rota basis
  • 5 weeks' holiday plus statutory holidays.
  • Excellent benefits package including a non-contributory pension scheme with generous employer contributions.
  • Bonus and profit share arrangements.

To apply, simply email your CV and a covering letter to:recruitment@thephone.coop

Account Reviews Executive (Chipping Norton Office)

Scope of the Job: To increase the prospect database through outbound activity and to provide support to the Business Services Manager.

Primary Functions

  • Maintaining accurate CRM data
  • Representing brand values in a contact/sales process
  • Upsell and cross sell to existing customer segments
  • Assisting the Business Services Manager as required
  • Meet activity targets

Working Conditions:

  • Salary is £17,000 - £19,000 p.a, depending on experience
  • Sales Team bonus is payable, which is based on net sales growth.
  • All permanent employees participate in the Society's profit share plan after they have completed 6 months' service.
  • 37.5 hour week normally worked over five days with the occasional Saturday and with generous terms and conditions.
  • 25 days annual leave plus statutory holidays
  • Pension contribution by the employer, currently paid at 11% of basic salary

To apply, simply email your CV and a covering letter to:recruitment@thephone.coop

Team Leader for B2B, Technical Support & Customer Service

Full time, permanent - 37.5 hours

The Phone Co-op is the only telecoms provider in the UK owned by its customers. With 30,000 business and residential customers, we are a radically different business aiming to put values into practice.
Scope of the Job: To provide guidance and support to a Technical Support & Customer Service team to enable them to deliver outstanding customer service. Leading by example at all times becoming the voice of the Customer Service Manager within the Manchester Office.

Primary Functions

  • Working with Products and Services Team to provide technical expertise.
  • Manage the inbound web, email or telephone enquiries process ensuring all enquiries are responded to appropriately.
  • Supplier liaison and management.
  • Responsible for ensuring training delivery including induction, coaching and ongoing skills development to consistent standard meeting individual needs.
  • Provide ongoing feedback to the team on individual and team performance.
  • Ensure allocation of resources and tasks across the multi-function team to make effective use of available staff and maximise staff satisfaction.
  • Handle escalations as appropriate.
  • Supervision of team to fulfil Customer Services objectives including objectives for sales: new sales, upselling, cross selling and membership.
  • Ensure documented procedures are in place for technical fault resolution and technical queries.
  • Encouraging through example a process improvement culture.
  • Providing input to the Operations Team to enable swift resolution of recurring issues.

Measures of performance

  • Continuous development and staff training.
  • Be a point of escalation for customer queries & a decision maker for the team.
  • Business KPI's.
  • Retention rate of customers.
  • Customer satisfaction surveys.
  • Staff satisfaction.

Skills/Knowledge/Experience

  • A knowledge of Telecoms both fixed and mobile is required; in particular MPLS, ADSL and VDSL, email clients and servers, POP/IMAP, wireless configuration and a knowledge of Windows/Mac, IOS/Android. Candidates will have a good understanding of networking, wireless, Ethernet, pinging, traceroutes, general telecoms knowledge, how to set up a router and mobile.
  • Leads by example in the approach to customer service excellence.
  • Have an active interest in telecoms and broadband technologies.
  • Proven track record in a Technical service desk being an advantage.
  • Proven track record in a Customer Service environment.
  • Ability to prioritise own and others workload.
  • You will need to demonstrate great people skills needed to create real value in our business.
  • You will also need to have the flexibility and dedication needed to promote our core values and provide the exceptional service that our customers enjoy and expect.
  • Can demonstrate use of feedback and coaching to improve performance of others.
  • Able to manage and coach a multi-function team.
  • You will have a friendly and professional telephone manner and experience in a customer service environment where you can show that you can take ownership of the customer's journey.

Working Conditions and benefits

  • The normal 37.5 hour week (09.00-17.30) will include up to 2 evenings per week (11.30-20.00) and one week in five (08.00-16.30).
  • The Team Leader will be expected to take inbound customer calls and resolve customer queries as part of the core hour's rota and weekend rota.
  • Friendly office in Manchester City Centre; 2 min walk from Victoria Station and/or 20 mins walk from Piccadilly Station, with easy access to tram and bus services.
  • In addition there will be some Saturday working (09.00-15.00) on a rota basis
  • 5 weeks' holiday plus statutory holidays.
  • Excellent benefits package including a non-contributory pension scheme with generous employer contributions.
  • Bonus and profit share arrangements.

To apply, simply email your CV and a covering letter to:recruitment@thephone.coop

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