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Exeter

    Care Team Leader - Exeter, Devon, United Kingdom - Cuckoo

    Cuckoo
    Cuckoo Exeter, Devon, United Kingdom

    1 week ago

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    Description

    We've already topped MoneySavingExpert's poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK's most recommended way to connect.

    So if you're as customer obsessed as we are, and want to help change the face of the UK's broadband industry, we'd love to hear from you.

    The Customer Care Team Leader will ensure that JFL is always responsive to our customers, understand their needs and where possible exceed their expectations.

    They will build positive relationships with both individual and business customers and support the CSM in developing the skills and capabilities of the team, onboarding new starters, developing departmental processes, and covering management responsibilities when the CSM is absent.

    Ensuring customer contact is dealt with in line with the Customer Success Team KPI's, such as answering telephone calls and emails within expected time constraints
    Ensuring ownership of customer engagement, communication and complaints, from the first point of contact until resolution
    Embodying the vision of JFL, as well as being an effective customer advocate within the company
    Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
    Work closely with the Sales, Construction and Service Delivery Teams to ensure the smooth resolution of any on-site installation issues and rebook appointments where required
    Own the training and ongoing development of team members, with support from the CSM
    Assist the CSM in testing and implementation of updates in our systems
    Identify areas of improvement and training requirements within the team, and help agents to achieve this through regular coaching sessions
    You will be responsible for the recruitment of talented individuals into the customer care team.
    Manage absence and performance management processes for the team in accordance with HR policies
    Provide guidance and support to team members to improve their performance, and address any issues or concerns
    4x Life Assurance
    ~ Salary Sacrifice Pension
    ~30 days holiday plus statutory bank holidays
    ~ Enhanced Family Leave
    ~ Private Healthcare
    ~ Private Dental Care
    ~ Cycle 2 Work Scheme
    ~ Health Cash Plan
    ~ Shopping Discounts
    ~ Discounted Breakdown Cover

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