As a locally owned business, we aim to reflect the wider diverse community that we serve. At Enable, inclusion and diversity are at the centre of what we do, and one of our four core values is to ‘Show the Love’. It determines the way we think, who we employ and how we work together and with our community. We encourage our people to bring their authentic selves to work, creating a safe, inclusive and innovative environment for our people and our customers.
Enable would be nothing without the passion our people have for the work we do. We believe in empowering our team and giving them the tools, they need to ‘Smash Boundaries’ and create new outcomes that delight our customers. So, why would you want to become an Enable person? We’re working on some great initiatives for our community, but we also look after our people too.
Enable is a living wage employer and offers a benefits package including a fibre broadband allowance, wellbeing and sustainability allowance and an extra day off per year to attend volunteer days, for your birthday or just to relax! We believe our people do their best work where, when and how it suits them, so our flexible working arrangements are as flexible as they can get.
Alongside our owners, the Christchurch City Council, we are committed to being net carbon neutral in our operations by 2030. We also want to operate our business in a sustainable way so future generations can continue to thrive. Our office is rated a green star 5 and we’re investing in smarter tools and systems to reduce our waste and resource consumption.
We enjoy every moment that we spend ‘Connecting our Community with Unlimited Opportunity’.
Enable Fibre broadband allows people to connect like never before, and here at Enable we don’t just believe in connecting people with the world online – we believe in connecting with the people of our community. We are committed to helping make Christchurch a better place for our community to connect, live, work and do business. We strive to be customer-led, understanding the unique needs of our customers and wider community, ‘keeping it simple and fresh’, and working together to deliver experiences that delight, and build trust – after all, here at Enable we ‘own the experience’.
Purpose of this Role
- Customer advocacy is critical for this role, particularly due to differences in customer’s knowledge, trust and motivation from a standard order journey.
- Communication needs to be simple, clear, concise, timely. Active listening, ability to empathise and taking ownership are crucial skills in communication with our customers.
- Ability to build positive relationships across customer groups, and effective case management skills are essential dealing consistently with stakeholders and partners in varying roles as a customer.
- Coordination and management of Shared Property consent and build activity will be required therefore a good knowledge of this process and collaboration with wider Enable teams will be essential.
- Ability to operate calmly and with confidence in a new environment, and contribute, effectively to process definition and improvement will be expected.
The primary function of the Customer Care Advocate (CCA) is to be the voice of Enable for all customer interactions. This includes corresponding through email, phone and occasionally face to face.
As a customer advocate, each action and decision will be in the eyes of your customer. Therefore, as a customer, you help me achieve my goals (ensuring my Enable Fibre experience from the initial connection to the ongoing use of the internet) is without effort and you are easy and enjoyable to do business with.
You gain my trust and nurture my loyalty and advocacy for Enable brand by delighting me with experiences that go beyond my expectations and that I wish to share with others. You know me as a customer, and you tailor your style to my individual needs. This means that you are empowered to make the right decisions for my situation even if this means a requirement to challenge your current process for my unique situation.
When I do need you to help me solve a problem you are knowledgeable, empathetic and not afraid to go and find out answers if you do not have them. You own my experience. You work with your peers internally where troubleshooting is required but this is invisible to me. You keep me informed at all times and make me feel that you have my best interests in the actions that you take, and you deliver on your promises.
View the full position description here.
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