Two customer service representatives working

Customer Service Representatives

HAPPY CUSTOMER. HAPPY EE.

PROBLEM. PROBLEM SOLVED. NO PROBLEM.

Sitting at the heart of the whole EE experience are our customer service team. Explaining bills, resolving payment issues and upgrading contracts, our advisors are there to listen to customers, understand their needs and come up with satisfying solutions. 

But it’s not always a walk in the park. Meeting challenging targets, staying positive and polite on every call and supporting the odd frustrated customer are all part and parcel of the job. So, along with real strength of character and the talent for making customers feel special, our team also has a knack for understanding customers’ needs – even if they’re not always clear. Whether they are standard or business customers, our team use their patience, enthusiasm and people skills to make sure they delight our customers call after call, helping us on our way to becoming no.1 for service.

Super Service Scenarios

Get an insight into how our Customer Service team resolve customer queries and find out why they find their roles so rewarding. 

A customer called in frustrated at how long it had taken to have their number moved over to EE. I apologised for this, and after investigating what had happened I explained that we hadn’t been sent the information we needed by his previous network. As I was unable to resolve the situation instantly, I assured the customer that I would keep in touch via email and update him daily on the situation. I followed the resolution process and after chasing the customer’s previous network, he eventually regained service on his phone and was happy with the overall outcome. 

A customer rang in to complain that his replacement handset had not been delivered on two separate occasions. I empathised with him and asked my manager for advice on the situation. We decided to issue him credit for the failed delivery fee and I assured him that the handset would be delivered the next day, which it was. Both the customer and my manager were happy with resolution. 

An elderly disabled customer called in to say that they were unable to get to the post office to return their unwanted phone. Thinking outside the box, I rang the local post office and asked whether they could send someone to help him package up and return the phone. Empathising with the customer and going the extra mile meant that he was over the moon with the outcome and felt that I had really listened to him. 

Benefits

We want to recognise and reward the great work you do in a way that suits you best. 

So we offer a competitive salary, generous bonus/commission plan (from £900 to £2,400 a year pro rata) and 25 days' holiday (pro rata) a year. That’s not all, from day one we’ll give you 75% discount on your personal EE mobile phone package and 30% Friends and Family discount, as well as discounted broadband and EE TV packages.

Plus there are lots of flexible benefits you can choose from too – from childcare vouchers for working parents, to travel insurance for jet-setters. All the options are designed to help you put together a package that’s perfect for you. 

  • Dental cover
  • Critical illness cover
  • Life assurance
  • Travel insurance
  • Healthcare options
  • Childcare vouchers
  • Cycle2work scheme

Application Process

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet a team manager at one of our sites for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Our recruitment process

A quick guide to joining us in our Contact Centres.

Click the arrows to step through our recruitment process.

Step 1

Apply online

Fill in our online application form and send it back to us.

If we like what we see in your initial application, we'll send you a link to our online assessment.

Step 2

Online assessment

Our online assessment consists of 12-15 scenario-based questions and 72 personality-based questions. Which sounds a lot but shouldn't take more than half an hour or so to complete.

If you pass this stage, we'll then be in touch to arrange a phone interview.

Step 3

Phone interview

At an agreed time, one of our recruitment team will call you for a short telephone interview.

Step 4

Assessment Centre

Here you’ll meet a team manager at one of our sites for an in-depth assessment.

Unfortunately, we won't be able to tell you on the day whether or not you've got the job. But we'll let you know as soon as we can, and if you're successful, we'll call to make you a formal offer and agree a start date.

Step 5

Final steps

If we do offer you the job, keep an eye on your inbox for an email with your contract. Have a little read, make sure you're happy and send us your acceptance as soon as you can.

Along with your offer, you’ll also be asked to fill out some forms to allow us to start your references and background screening. Again, please make sure you get these back to us as soon as you can. Then just sit back and relax while we get everything ready for your first day.

Apply now

Job Search

Find the latest roles in your area and explore where your skills fit in.

OUR OTHER ROLES

WE ARE EE

Images from Twitter of helicopters in the air.

Living the high life

22/02/2017 13:53

At this time of year, the weather can be quite a challenge. However, we love challenges and always do our best to rise to them - sometimes in more ways than one. When a spot in the Highlands lost power recently, our high-flying team helicoptered in a replacement generator. To follow similar stories, as and when they happen, tune in to our CEO's Twitter account: https://twitter.com/MarcAlleraEE

Fancy being part of a team that thinks on its feet - even if that means taking to the air? Check out our latest roles: http://bit.ly/2fl6qWJ

Why work for EE?

10/02/2017 15:32

At EE we understand that life can sometimes be erratic and throw up all kinds of curve balls! This is why we embrace a flexible approach - things like part-time hours or other flexible options. We also offer emergency time off for dependents, generous maternity and paternity leave, and benefits such as childcare vouchers for parents.

We want to make sure that everyone has the same chance to develop and grow their skills. We’ve recently pledged our support to the WorkingMums Top Employers’ Charter, which helps parents continue to progress their careers while managing the challenges of family life.

Come join our family, we'd love to have you: http://bit.ly/2cBOyJT

Praveen on holiday.

The sky's the limit

07/02/2017 14:18

We're always proud as punch when one of our employees does good! Praveen began his career at EE in the sales team at our North Tyneside Contact Centre. It didn't take him long to become one of the top performing Sales Advisors in the region. From there, Praveen was chosen over 700+ internal applicants to join an internal fast track scheme. During the two years that followed, he got a real flavour as to the many different areas of the company - finally landing in our Marketing department, as a Marketing Analyst.

Now, as a Mobile Propositions Manager with the BT Group, he says, "Life is busy, but very good. I’m involved in a lot of interesting projects."

If you want to work with a company that will encourage you to explore your talents, look no further: http://bit.ly/2fl6qWJ

Find More >

Further information

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