Customer Service Team Leader - London, United Kingdom - Voneus

Voneus

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Voneus

We're proud to be one of the largest rural broadband providers in the country, serving customers up and down the UK.

Our goal is straightforward - to give rural, hard-to-reach communities the same benefits of lightning-fast broadband as you get in the city.

That includes homes, businesses, and complex outdoor sites.

About the Role

Are you a dedicated and experienced customer service team lead with aspirations to step up as a future Customer Service Manager? Are you ready to lead a team towards delivering exceptional service, resolving technical queries, and ensuring top-notch quality control, including handling complaints and social media interactions, for our customers? Join our dynamic team as a Customer Service Team Leader and pave your path towards becoming a Customer Service Manager at Voneus.

No day will be the same, priorities will shift, and new projects will come up - we are looking for someone who will have energy and takes pride in making change happen with urgency and who is ready for true accountability.

As the Customer Service Team Leader, you will play a pivotal role in shaping and enhancing our customer service department while developing the skills needed for your desired leadership role.

What you will be responsible for

Team management: Lead, coach, and develop a team of customer service agents, nurturing their growth, motivation, and performance. Manage team members' sickness, attendance, holiday, and address their queries effectively. Manage workforce planning, as well as task allocation to your team;
Performance excellence:Drive the team to deliver outstanding customer service, adhering to set standards and achieving SLAs. Implement quality audit and control mechanisms to maintain service excellence while honing your managerial capabilities;
Performance management: Conduct 1to1 meetings, performance appraisals, and probation reviews. Demonstrate a strong understanding of relevant KPIs such as FCR, AHT, CSAT, NPS, and CES. Utilize these insights to guide your team towards optimal performance;
Training and development: Develop and maintain training plans for team members, ensuring continuous improvement and adaptation to changing customer needs. Acquire the skills necessary to train and lead a highperforming team;
Complaint resolution: Support and oversee complaint handlers to ensure the best possible outcomes for customers, handling escalated complaints with empathy and professionalism. Learn to resolve issues effectively and efficiently;
Social media interaction: Oversee and respond to customer inquiries and complaints on social media platforms, demonstrating excellent communication skills and maintaining the brand's online reputation. Gain experience in managing customer sentiment in the digital landscape;
Operational oversight: Manage daytoday operations, making realtime decisions to meet service level targets and manage risk. Develop a strategic mindset to handle complex situations and oversee operations effectively;
Cultural transformation: Foster a positive team culture that encourages collaboration, ownership, continuous improvement, and 'no broken promises'. Prepare yourself to cultivate a cohesive team environment as a future manager;
Collaboration: Work closely with technical teams to enhance customer responses, service quality, complaint resolution, and social media interactions. Gain crossfunctional experience essential for managing a broader department;
Technical advocacy: Demonstrate and uphold high standards of professionalism and technical expertise, becoming a role model for the team. Cultivate the skills required to inspire and lead by example; and,
Leadership backup: Provide senior support and deputize for the Contact Centre Manager when necessary, preparing yourself to step into higherlevel responsibilities.

What we are looking for
You are an energetic and empathetic leader with the ambition to rise through the ranks and assume greater responsibilities. Your track record of leading and inspiring teams, coupled with your hunger for advancement, sets you apart.

Your experience in training, coupled with your excellent communication skills, enables you to lead by example and drive performance improvements.

You thrive in a dynamic, customer-focused environment and are committed to providing technical solutions, meaningful experiences, and effective complaint and social media interaction management for both customers and team members.

We would also expect you to have experience in the following:

At two years' of relevant experience as a team leader/supervisory position within a customer service setting;
At least five years' experience within a customer service setting;
Experience with Salesforce or any other CRM; and,
Good standard of education but experience is priority.

What we offer in return