Telecom Customer Service jobs

JOB TITLE: Customer Communications Specialist

JOB LOCATION: Belfast / Hybrid

TERMS: Permanent

We’re building something special at Fibrus, and our team is at the very heart of it. We’re selective about who joins our team, looking for talented people who share our ambition, take pride in what they do and want to make a real impact.

If you’re looking for a growing organisation where you can have a voice, shape how we work and take ownership of your career, Fibrus could be the right fit. We want our people to develop, take on new challenges and have the opportunity to do their best work.

We can offer all of that, along with competitive base salaries, bonus/commission schemes and enhanced company benefits.

THE JOB

Working with the Head of Brand and Marketing, you will be responsible for delivering impactful marketing communications across multiple channels, developing and managing brand and commercial partnerships, and supporting the execution of integrated campaigns that drive awareness, engagement, and growth.

IS FIBRUS FOR ME?

At Fibrus, 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 collaboration, growth and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We encourage a supportive and inclusive environment, where everyone feels welcome, and we are excited to speak to potential colleagues who share our purpose!

WHAT WILL YOU BE DOING?

• Manage the whole Fibrus Broadband customer communications plan, working with every team across the business to ensure customer comms are consistent across a holistic customer journey
• Establish a comms change process to ensure updates are logged, tracked and version controlled, and changes to communications are correctly implemented
• Work with business units (customer service, installs, compliance, marketing) to develop new communications that will aid key business metrics
• Ensure comms across the business are brand and TOV consistent and regulatorily compliant
• Alongside Digital Marketing team, develop high quality marketing comms (email, whatsapp, SMS) to customers including the communication of offers, competitions, loyalty schemes, new product launches etc
• Identify gaps in the customer comms journey that would improve the customer experience and reduce contacts
• Develop and deliver a customer loyalty comms programme to deliver even more value to our customers, such as helpful tips and tricks, loyalty bonsues and rewards etc.

WHAT WILL YOU BRING?

• Experience in the development of customer marketing communications across a range of channels (email, SMS, whatsapp, social).
• Experience of using customer communication management tools (CRM, Brevo, HubSpot etc)
• Experience measuring customer campaign performance and using insights to inform future development opportunities within comms
• The ability to develop comms within a brand look and feel, and apply a consistent brand TOV across everything that’s produced
• The ability to work effectively with multiple teams across a large business and influence change
• Excellent communication, negotiation, and interpersonal skills.
• Highly creative, results-focused, and comfortable managing multiple projects simultaneously.
• Proficient in the use of MS Office and CRM systems

WHO ARE FIBRUS?

Fibrus are an exciting new telecommunications provider, founded and launched by Conal Henry (Chair) and Dominic Kearns (CEO) by securing backing from Infracapital with the single focus of being a “Full-Fibre” broadband company.

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 of Northern Ireland and Great Britain!

Our mission is to bring full fibre to homes and businesses across the country, bringing next generation broadband services to those who need it most.

HOW TO APPLY

To apply to join the Fibrus family, please click the “apply” button and our People & Culture team will be in contact with you if your application is successful. We wish you the best of luck with your application and thank you for your interest in #Fibrus.

At Fibrus we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We aim at all times to recruit the person who is most suited to the job and welcome people of all backgrounds. We particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are currently underrepresented in our business. We’re happy to discuss flexible working however there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.

Fibrus Networks Ltd will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please clearly note on your application if you wish us to delete your information rather than retain or share.

Work Location: In person