We are looking for a pro-active customer service team leader to join our friendly team here in Stokesley. Our Customer Service is award-winning. We are looking for a manager for our knowledgeable team to continue to raise our standards, implement new ideas and provide the excellent level of service we are known for.
This is an exciting role that would suit someone with a great personality who is outgoing, customer focused and organised with the ability to build rapport easily. Experience in the world of telecoms is essential and it would be great if you have led a team before – but we’d also love to speak to you if you already have a great customer service background and are looking to step up into your first management position.
This role involves you both taking calls yourself and dealing with queries and issues, managing the team (running one to ones, monitoring KPI’s and delivering team coaching) and taking ownership of our customer relationships.
Your responsibilities:
* Manage a variety of service requests, including billing inquiries, delivery issues, and SIM swaps, while maintaining a high standard of customer satisfaction.
* Proactively coordinate with internal teams and external partners to facilitate efficient resolution of service requests.
* Ensure all tickets are accurately logged, tracked, and up to date on our CRM system for effective case management.
* Monitor open tickets to identify and escalate any potential delays or issues, proactively working to meet or exceed service quality expectations.
* Communicate clearly and professionally with clients and stakeholders, providing status updates and resolutions that reinforce positive client relationships.
* Contribute to continuous improvement initiatives by identifying common issues and suggesting process enhancements to streamline the service.
We’re looking for someone who:
* Has great communication skills.
* Can listen and understand customer’s needs.
* Has problem solving skills.
* Is confident with the use of Outlook, Excel and CRM systems.
* Enjoys working as part of a team.
* Has the ability to resolve customer queries in a timely manner.
What we’ll offer you:
* Salary starting from £28,000 (depending on experience).
* Initial and ongoing training and support.
* Great working environment.
* Day off on your birthday.
* 28 days holiday including bank holidays.
* Loyalty-based holiday allowance increases.
We are a direct network partner and have been providing local, regional and national businesses with mobile phones, telephone systems, landlines and vehicle tracking products for more than 30 years. We’re based on Stokesley Business Park, on the outskirts of Middlesbrough in a modern office with breakfast bar and dedicated onsite staff parking. We are one of the fastest growing companies in our sector but remain family owned and operated.
Job Types: Full-time, Permanent
Pay: From £28,000.00 per year
Benefits:
* Canteen.
* Company pension.
* Discounted or free food.
* Free parking.
* On-site parking.
Schedule:
* Monday to Friday.
* No weekends.
Ability to commute/relocate:
* Middlesbrough TS9 5PT: reliably commute or plan to relocate before starting work (required).
Experience:
* Microsoft Outlook: 2 years (required).
* Telecommunication: 2 years (required).
* Customer service: 2 years (required).
* Leadership: 1 year (preferred).
Work Location: In person
Application deadline: 02/12/2024
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