Customer Service Team Leader (Telecoms)

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Customer Service Team Leader (Telecoms)

  • Location

    Irlam, Greater Manchester

  • Sector:


  • Job Type:


  • Salary:

    £33000 - £40000 per annum + hybrid working, private medical and more

  • Contact:

    Lisa Carew

  • Contact email:


  • Job Ref:


  • Published:

    5 months ago

  • Expiry Date:


  • Startdate:


A fantastic opportunity has arisen for a Customer Service Team Leader to join a rapidly growing business within the fibre industry.


As a Customer Service Team Leader, you'll be responsible for servicing customer needs by supporting long-term relationships within your portfolio. To promote and drive service delivery success, provide leadership, reduce operational costs, and drives improvements throughout the service operational lifecycle and working as a team. The overall objective of this role is to grow successful connections and recommend the development of business strategies or initiatives.


  • Responsible for a varied portfolio of customers, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues.
  • Provide reliable and high standard of service as the single point of contact
  • Co-ordinate the delivery of all services to your customers using product and service specialists as required
  • Clear, professional, and effective communications via teams, telephone, email, or face to face meetings
  • Embrace continuous improvement and problem solving by reviewing your portfolio to identify opportunities, risks, and successes
  • Maintain up to date records on behalf of the customer using the appropriate systems and processes
  • Co-ordinate any ad-hoc customer requirements
  • Ensure service levels are maintained including validated invoices, queries progressed to resolution
  • Managing the service in line with contractual agreements
  • Identify inconsistencies in data, define business issues and formulate recommendations on policies, procedures, or practices
  • Ensure all support groups are performing to the expected standards and liaise with internal departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
  • Develop and support peer relationships both within operations and across the business.
  • Ensure all provisioning and assurance processes are used efficiently and accurately to reduce delays and customer dissatisfaction.
  • Support management with development in the business by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
  • Effective time management ensuring tasks are effectively complete with agreed timeframes.

Knowledge, Skills and Experience

  • Must have performed a similar role in the utilities sector (preferably telecoms)
  • Experience of building strong relationships both within an organisation and with stakeholders
  • Demonstrate personal flexibility and mobility
  • Computer literate and able to use conventional MS Office software suite of tools
  • Senior Leadership Experience
  • Attention to detail
  • Results oriented mind set with a proven track record of delivery
  • Ability to create, manage and report business metrics with recommendations for improvements.
  • Personal drive and commitment, and a desire to make a difference
  • Agile and pragmatic approach to problem solving
  • A team player
  • Problem solving skills
  • Clear written and verbal communication
  • Excellent presentation/communication skills


  • Generous pension - employer 6%, employee 3%
  • 25 days holiday entitlement, plus the 8 bank holidays and an extra day for your birthday
  • Discretionary Bonus
  • Hybrid working/flexible working
  • BUPA Private Medical Insurance
  • BUPA Cash Plan and Wellbeing Employee Assistance Programme (EAP)
  • Reward and Recognition Gateway
  • Annual Christmas closure between Christmas and New Year
  • Bi-annual Company Events

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