Voucher Team Customer Administrator

This role sits within the Voucher Admin Team, as part of the overall B2C Growth and Loyalty Team, responsible for administrating the UKGV Voucher Scheme. The Voucher scheme generates revenue to offset part of the build costs for Gigaclear’s communities via government subsidy paid after the customer live date. The scheme promotes the Gigaclear brand, drives interest and sales and builds trust within the Gigaclear communities supporting the Growth and Loyalty Team.

Note: this is a hybid role with 3 days per week based in our Abingdon Head Office. Please only apply if you are comfortable with this work pattern or are relocating to the area (please do mention in CV if that is the case).

Key Accountability & Responsibility

Customer communication:

Handle proactive outbound call activity with clear ownership, empathy and communicating the Voucher Scheme accurately to residents and customers

Responding to inbound call activity and text messages

Respond to cases from customers about the Voucher Scheme

Building knowledge about Gigaclear’s processes from build phase to service start

Interaction with the BDUK portal:

Submitting vouchers with accurate information

Claiming vouchers in a timely manner after live date

Raise queries as clearly as possible to facilitate good communication with the BDUK operations team

Download the BDUK report daily to convert the data to be loaded into the Gigaclear CRM system to update voucher activity

Quality, compliance and customer outcome:

Maintain strong quality standards across all areas of the voucher scheme implementation

Use accurate notes, outcome codes and reason tracking to support reporting insight

Resolve customer objections clearly while protecting compliance, fairness and brand reputation

Maintaining tracking of responsibility areas and proactively strive for meeting targets

Voucher contribution and insight:

Contribute to Voucher Scheme performance through strong productivity, clear case ownership and consistent follow-up

Support Voucher Field Team activity where required, including call activity and sharing information

Support the Voucher Team processes and implementation by clearly updating any processes in collaboration with the rest of the voucher team

Knowledge & Skills

Customer-focused advisor with experience in customer service or complex customer conversations

Confident discussing the Voucher Scheme, overcoming customer objections and persuading the customer to interact with BDUK for validation and approval of vouchers. Training will be provided.

Able to balance customer needs, commercial value and compliance in every conversation.

Comfortable using performance feedback, coaching, and customer insight to improve results.

Strong working knowledge of Excel

Accurate and precise communication skills.

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Staff rewards, benefits and opportunities

We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.

• Generous employer pension; up to 8% matched contribution 
• Income protection & life assurance 
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!  
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice 
• Unlimited access to online training and development content via our Learning Management System 
• Long service benefits and monthly employee recognition 
• Enhanced maternity and paternity provisions 
• Flexible working environment 
• Health & Wellbeing initiatives and company funded social events 

Our approach is to work guided by our mission, vision and values.

Our Mission - Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together