Senior Customer Service Representative jobs

LOCATION: Belfast (Dargan Crescent, BT3)
TERMS: Hybrid working (3 days in office, 2 days at home once probation has been passed)
HOURS & SHIFTS: 37.5 hours per week, working 5 days per week on a rota basis with shifts between 8am-8pm Monday to Friday and 9am-5pm on a weekend (1 weekend per month)
SALARY: minimum starting salary of £24,785 plus monthly commission (OTE £28,000+)
START DATE: 07th September 2026

Your profile

Due to our continued success and ever-growing customer base, we are searching for customer service stars, who keep the customer at the heart of everything they do.

Our people are the key to our customer experience and our customers experience is central to our business. If you are passionate, able to go the extra mile and show true empathy and understanding to customers then come and join the Customer Service team at Fibrus. We have three levels within our Customer Service team, Associate, Senior Associate and Specialist so there is always room to grow and progress at Fibrus.

WHAT WILL YOU BE DOING? (Not limited to)

• First point of contact for our customers via inbound calls and other methods of communication, always providing a top-class customer service experience
• Providing support to customers around both technical and non-technical queries from product and service questions to account and billing support (full training provided)
• Direct customers when appropriate to other departments to address their needs
• Accurately recording/logging interaction with customers and updating account information
• Working with management to maintain best practices for efficient communication with customers, working to our internal service level agreements and key performance indicators
• Working in a busy but fun and supportive environment
• Carrying out retention-based calls—engaging with customers who may be considering leaving, identifying their concerns, and working to find the right solution to retain their business
• Understanding customer needs and pain points to offer personalised solutions, support, or guidance

WHAT WILL YOU BRING?

• Compassion - Customers must be able to sense that you really care about them
• Positive energy - Willing to learn every day and also go the extra mile for each customer
• Exceptional telephone manner - Customers must feel like you can relate to them through effective communication
• Cool head under pressure - You must be able to handle the easy and hard times
• Inspiring ‘can do’ attitude - You must be willing to do and best your best every day
• Team spirit - good customer service takes teamwork and working well with others is essential to your success
• Confidence - We are looking for people’s people who can establish common ground, draw strength from setbacks and influence others
• Flexibility – The ability to work within a fully flexible environment serving our customers via telephone and email and offering various forms resolution from technical support to guidance on their billing

WHAT WE VALUE
Based on input from all colleagues across our business, our 4 cornerstone values are:

‘_Make a Difference’_- Would you like to help make that difference? As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure.

‘_Be Yourself’_- Fibrus is committed to building a diverse, talented, and dedicated workforce. We appreciate that you may not meet every single requirement listed but don’t let that discourage you. If you have some of the experience we are seeking and offer a fantastic attitude, we’d love to see your application!

‘_Be Tenacious’_- With our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

‘_Work Together’_- We put our people first! We are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility.

AND JUST SOME OF WHAT WE CAN OFFER YOU

• 25 days annual leave plus statutory/bank holidays
• Private healthcare, life assurance, annual personal health “MOT” & a company pension plan
• Shared parental leave, paternity leave and enhanced maternity leave
• Monthly commission scheme & career path opportunities
• Paid support for the loss of a child
• Support for colleagues going through the menopause
• Complimentary access to LinkedIn Learning
• Free financial advice and support through Kith and Kin
• Flexible working including hybrid working
• Industry leading work events and colleague days

Work Location: Hybrid remote in Belfast BT3