Customer Experience Team Leader
We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online. So we’re on a mission to provide just that: lightning fast, reliable broadband that reaches the places other providers leave behind.
Our mission relies on a team full of inspiring people, and we’re looking for a Customer Experience Team Leader with great leadership skills to help us provide a first-class end-to-end customer experience.
This role is based full time on-site at Willerby, Hull.
Here’s why you’ll love this role:
1. Monitor and analyse performance to ensure the team meets service KPIs, proactively addressing any issues that arise.
2. Demonstrate a hands-on approach by handling customer interactions, resolving complex issues, and ensuring customer satisfaction.
3. Facilitate training sessions to improve service skills, focusing on problem-solving, empathy, and customer retention.
4. Provide ongoing coaching and development for team members.
Here’s why you’ll be great in this role:
1. You have proven experience within Customer Service Management, ideally in the telecommunications industry.
2. You have a professional telephone manner.
3. Good general IT skills - Microsoft packages and ability to use a CRM system.
4. Organised, high attention to detail and good time management.
5. Excellent people and communication skills.
The benefits:
1. Pension – 5% employer / 5% employee contribution.
2. WPA Health Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, NHS parking claim back, EAP, 24/7 remote GP service, member discounts.
3. 25 days annual leave + bank holidays, your birthday, house move and wedding day off.
4. High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
5. Free Parking on site.
6. Regular ‘Lunch & Learns’ and company-wide ‘Elevenses’ meets to discuss company direction.
7. Social Events – Summer and Christmas parties etc.
8. Thank Q Awards – Monthly £50 winner, yearly £500 winner.
… and more.
Please note: Unfortunately, we can’t offer visa sponsorship.
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