For us 2025 is the year of the customer. Our Customer Services Director is transforming and rebranding our customer teams, one result is they are creating a new resolutions team. This new team will have a new “Head Of” and they will need a right-hand person to be their Team Manager. Bring your ideas to the table, share them, get the opportunity to put them into practice and reap the rewards and recognition. Be the person who helps ensure this new team is successful, that new and better ways of working are shaped and embedded. Be the person who walks the floor and ensures quality outputs are delivered. Be the person your team look up to, the one that identifies knowledge and training gaps, provides guidance, advice, coaching, mentoring and encourages professional growth. Note: this role will require someone to be office based at least 4 days per week at our Head Office in Abingdon, Oxon. The team you will manage handle customer complaint escalations in line with company values and our future Customer Charter. From initial acknowledgement to final settlement and everything in between. Although our escalated complaint levels are low, they can be complicated and elongated, so we are keen to speak to those who can relate to this rather than more routine “industrial” types of complaints. Meeting all regulatory complaint handling requirements is key – so we are keen to speak to those that have worked within companies who need to follow regulatory policies. Work for a company that is not sticking their head in the sand. One that knows and wants to transform and will back you to make this new team a success. A full detailed JD is available but key will be bringing previous people management experience and being able to evidence how you ensure your team manages complaints to successful resolutions and customer satisfaction, whilst sustaining high team moral and ENPS scores. 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 values Our approach is to work guided by our mission, vision and values. Find a way, Be committed, Do the right thing, Keep it simple