Customer Service Team Manager

Connect Fibre; United Kingdom; Remote; GBP 30,000 - 60,000; Full time

Job description

Customer Service Team Manager

Location: Remote with occasional travel within the UK required

Founded in 2019, we are a rapidly expanding and exciting new business offering the very latest ‘Full Fibre’ to homes and businesses across the nation. With broadband speeds of up to 2000 Mbps, new Wi-Fi 7 technology, exceptional customer service, and costing no more than current internet packages, customer growth is expected to be exponential.

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 addresses 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 1-2-1s and performance review sessions with the customer service executives.
• Support 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 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 2 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

• Private Medical and Dental Cover
• Company Pension Contribution
• Superb Maternity/Paternity Support Package
• Continuous development and long-term career prospects

Apply now

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