Customer Service Team Manager Connect Fibre
Reporting to: Head of Customer Services
Work From Home
£40,000 per annum + Benefits Package
Company Overview:
Founded in 2019 by a team of experienced telecoms fanatics, Connect Fibre envisions developing the fastest and most reliable fibre network in the UK. As we rapidly expand, we seek passionate individuals with fresh ideas and drive to join us on our transformative journey. At Connect Fibre, your voice shapes our evolution and plays a crucial role in bringing full-fibre broadband to UK towns and villages.
The Role:
The Customer Service Team Manager is responsible for leading and managing a team of customer service executives to deliver exceptional customer service and experiences to our customers. This role involves overseeing daily operations, supporting and implementing customer service strategies and driving continuous process improvement and efficiency to enhance customer satisfaction and advocacy.
Key Responsibilities:
•Lead, mentor, and develop a team of Customer Service Executives to achieve performance goals and maintain high service standards.
•Monitor and evaluate team performance, providing regular feedback and coaching to ensure professional growth and development.
•As part of the Customer Service leadership team, develop and implement customer service policies and procedures, to deliver improved customer experience and drive operational efficiency.
•Handle escalated customer queries and complaints, with a strong focus on quick and efficient resolution in line with our complaints policy that needs the needs of the business and our customers.
•Working with the Customer Service Team Manager, analyse customer service KPI’s and reports to identify trends, areas for improvement, and opportunities for training and development within the team.
•Complete regular 1-2-1’s and performance review sessions with the Customer Service Executives.
•Supporting your peers with any recruitment requirements for Customer Service.
•Collaborate with the wider team and other departments to ensure we have open lines of communication and support to allow us to address customer needs and to improve processes.
•In conjunction with the Customer Service Manager, create and manage rotas, scheduling and resource allocation to ensure adequate coverage and optimal service levels.
•Create a positive and collaborative team environment that encourages initiative, idea generation and accountability.
•Stay updated on industry trends and best practices to continuously improve service quality and customer experience.
The Candidate:
•At least two years demonstrable experience in a Customer Service management role, with a track record of leading and developing high-performing teams.
•Evidence of strong leadership and interpersonal skills, with the ability to motivate and inspire team members in a remote working environment.
•Demonstrable experience of creating and managing rotas and schedules to drive efficient workforce management and operational efficiency.
•Experience in recruiting Customer Service Executives
•Experience in managing HR people processes.
•Proficiency in Customer Service software and tools.
•Excellent communication and problem-solving abilities.
•Ability to work in a fast-paced environment and manage multiple priorities effectively.
•Strong analytical skills with the ability to interpret data and make informed decisions.
Preferred Skills
•Ability and resilience to handle a leadership role and to embrace change and opportunities. to support the growth of the business.
•Ability to see potential in your team and to create opportunities for growth.
•Internet or telecoms experience preferred, but not essential.
The Rewards
* £40,000 per annum
* 25 days holiday plus bank holidays plus Birthday off
* Private Medical and Dental Cover
* Business lap top
* Company Pension Contribution
* £1000 Employee Referral Scheme
* Superb Maternity/Paternity Support Package
* Continuous development and long-term career prospects
Interested applicants should, in the first instance, send an up-to-date CV to: Paul Blunt at Connect Fibre paul.blunt@connectfibre.co.uk. All applications will remain strictly confidential.
NB: Connect Fibre operates a hybrid working model with main emphasis on home working with occasional visits to company office locations. Candidates must be a UK resident with citizenship or indefinite leave to remain and are required to undertake a basic DBS check.
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