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

People on treadmills.

EE: keep on running…

19/05/2017 12:54

One of our Design Managers ran a marathon with a difference last month…he did it all without actually taking one step outside. Using treadmills, Paul ran the 26.2 miles and also challenged his colleagues to take a turn on the treadmills. An element of jeopardy was added to the event when machines randomly stopped mid-run. But, they made it to the end, raising over £350 for charity. Earn your 'go faster' stripes - work with us: http://bit.ly/2ni182e

Contact centre staff.

Let's Talk Broadband

12/05/2017 13:41

The EE family continues to expand. Our once consumer-only contact centre in Plymouth has welcomed its first ever campaigns team this month. 28 volunteers have moved over to form two new Home Broadband Retention teams and are already off to a lightning speed start. As Operations Manager Jackie Hawker explains: "The team loves their new challenge and wants Plymouth to succeed." Are you ready to step your career up a pace? Check out our latest vacancies: http://bit.ly/2fl6qWJ

Speech bubble with hi in it.

It's all about the chat

09/05/2017 15:22

In April, we launched a new Chat platform called Live Engage - over 250 of our advisors across the UK now use it to provide up-to-the-minute help to EE customers on our website. Great customer service is a top priority for us and so ensuring we're available, wherever our customers are, is important.

Could you help us on the tech or digital side? Working on improvements that really make a difference? Find out more about our latest roles: http://bit.ly/2jAsjne

Find More >

Further information

Job Search

We’re currently recruiting many contact centre roles.

To find out more and apply, click the job search button below.

Job Alerts

Want to be the first to hear about EE roles hot off the press?

Sign up for targeted email alerts to get relevant new roles straight to your inbox.

My application

Log in to update your details or see where you are in the process.