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    Lead Care Co-ordinator - Exeter, Devon, United Kingdom - Cuckoo

    Cuckoo
    Cuckoo Exeter, Devon, United Kingdom

    2 weeks ago

    Default job background
    Description

    Cuckoo have been on quite a journey under Fern Trading Group, with our aim being simple – to be the best and most trusted ISP, working to disrupt the UK broadband market by prioritising service and customer experience.

    We have got off to a great start, having been voted the UK's best broadband provider for customer service twice

    The unification of these businesses will enable us to combine resources, knowledge and expertise to hasten and grow full fibre network access across the UK.

    Now, by combining our regional operations, we are building a national ISP alongside a national wholesale network that can serve millions and achieve our new joint mission to be the UK's most recommended way to connect.

    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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