Going Above and Beyond: A Day in the Life of Grain's Customer-Facing Teams

Staff & Community
11th October 2024

Customer Service Week is all about celebrating the people who make your experience with Grain exceptional. From the moment you consider signing up to long after your broadband is installed, our dedicated customer-facing teams are committed to ensuring everything runs smoothly.

In this blog, we’re pulling back the curtain to give you a glimpse into the roles of our customer facing teams. Along the way, you’ll hear directly from our customers about how these team members have gone above and beyond to make sure every experience is a great one.

At Grain, what truly matters to us is the feedback we get from customers, and we’re excited to share some of that with you.

Customer Service

Meet Codie, one of our frontline heroes. As a Customer Service Rep, Codie’s role is all about making sure your questions are answered, and any issues are resolved quickly and efficiently. She’s one of the friendly voices on the other end of the phone, ensuring you feel supported every step of the way:

For me, good customer service is about listening. Every customer has unique needs, and it’s my job to understand those and find the best solution. I love working with customers because it’s so rewarding to turn a challenging situation into a positive experience. At Grain, we’re empowered to really make a difference.

“Courtesy Call from Codie to see how everything is going. Very polite on the phone and dealt with my question very well.” – Martin

Technical Support

Graham is one of our Technical Support Advisors, a tech-savvy problem solver who ensures your connection stays strong and reliable. Whether you’re having trouble with your router or need help setting up a new device, our reps are there to guide you through every step.

“Great customer service is about patience and clarity. I enjoy breaking down complex technical issues into simple, understandable steps for our customers. Seeing them relieved and happy with a resolved issue makes my day. Grain’s focus on customer satisfaction gives me the freedom to take the time needed to get things right.”

“Contacted Grain today to help me with a technical query. All sorted in minutes by Graham at tech support. Best service I have ever had from a service provider. Other companies take note from Grain, Fantastic” – Gavin

Billing
Beth, one of our Billing Agents, makes sure that everything adds up—literally! As part of her role, she handles customer accounts, ensures billing is accurate, and resolves any issues that may arise.

“Accuracy and transparency are key in my role. I believe that good customer service in billing is about making sure everything is clear and correct for our customers. At Grain, we focus on being straightforward and fair, which makes my job of helping customers even more satisfying.”

“They were very quick in replying to me on web chat with Bethany and resolved my issue within minutes.” – Daniel

Sales
Carl, one of our dedicated Desk Sales Executives, is often the first point of contact for potential customers. His role focuses on guiding people through the process of choosing the perfect broadband package, ensuring their experience with Grain starts on the right foot.

“Good customer service is about truly understanding the customer’s needs and helping them find the best solution. My job is to make that first interaction as smooth and informative as possible, so customers feel confident in their decision to join Grain. It’s rewarding to be part of a team that values customer satisfaction as much as we do.”

“Carl my salesperson was really helpful. He explained everything in detail and helped me to sort my appointments round a difficult work schedule. He was really polite and answered all my questions. If only telephone exchanges with other internet providers was this easy. Thanks so much.” – Clifford

Door-to-Door sales
Colin is one of our Field Sales Executives, out there on the ground, helping potential customers understand why Grain is the best choice for their broadband needs. He’s passionate about connecting with people and showing them how Grain can make a difference in their daily lives.

“Customer service starts with the first conversation. I love being able to connect with people face-to-face and answer their questions directly. At Grain, we don’t just sell a product—we build trust and relationships, ensuring our customers feel confident in their choice.”

I have signed up to Grain Connect to be my internet provider today… their colleague Colin talked through and explained everything for me, and was extremely helpful. The package sounds amazing and I am looking forward to being connected” – Nell

Scheduling
Dom, a key member of our Provisioning Team, steps in once customers have signed up for Grain. His role involves scheduling surveys and installations, ensuring that everything is set up smoothly and efficiently. Dom’s commitment to customer satisfaction shines through in every interaction.

“For me, good customer service is all about being proactive and responsive. I make sure every customer feels supported from the moment they sign up until their broadband is fully up and running. It’s great to know that my efforts help make the installation process as stress-free as possible, and I’m proud to be part of a team that goes the extra mile.”

“I was supported by Dominic with the whole process. The support he gave was first class, sorted out the installation… as we had no internet by Virgin Media, he booked me in for Monday then called back to say they can fit broadband earlier on Friday. Fantastic service so far.” – Arif

Engineering
Paul, our Install Engineer, is part of the team that bring your Grain broadband connection to life. He’s the one who ensures that your service is set up perfectly and that you’re ready to enjoy the full benefits of your new internet connection.

“For me, good customer service is about thoroughness. I take pride in making sure every installation is done to the highest standard. Seeing a customer excited about their new connection is the best part of my job. At Grain, we’re not just installing broadband; we’re installing a better online experience.”

“Paul came today to install my new WiFi router and cables, he had made a neat and tidy job and cleaned up after himself. Well polite and focused on working to get the job finished. As a new customer I am very satisfied with his excellent work!” – Kristian

Join Our Team!
At Grain, we believe that exceptional customer service starts with a great team. If you’re passionate about helping people and want to be part of a company that values going above and beyond, we’d love to hear from you. Check out our current vacancies and see how you can join our mission to deliver outstanding service.