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Customer Service Team Leader (Telecoms)

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Customer Service Team Leader (Telecoms)

  • Location

    Irlam, Greater Manchester

  • Sector:

    Telecoms

  • Job Type:

    Permanent

  • Salary:

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

  • Contact:

    Lisa Carew

  • Contact email:

    lisa.carew@nmsrecruit.com

  • Job Ref:

    CSTL3340_1656499885

  • Published:

    about 2 months ago

  • Expiry Date:

    2022-07-29

  • Startdate:

    ASAP

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

Role

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.

Responsibilities

  • 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

Benefits

  • 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

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy h t t p : / / w w w . n m s r e c r u i t . c o m / p r i v a c y - p o l i c i e s on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or the GDPR please contact us on a d m i n @ n m s r e c r u i t . c o m