Customer Service Manager

Our Customer Services team is evolving as we start to transform our processes and technology. We aim to deliver a zero-touch customer contact and operation, enabling Gigaclear to deliver a world class experience to our customers.

Purpose of the job

In this role, you will be focused on leading a Technical Support team, empowering and enabling them to handle all types of technical customer queries throughout the lifecycle of our customers. Note: this is an office based role, our Head Office is in Abingdon, Oxon. Base salary to £42,000 plus Bonus.

Key Accountability & Responsibilities

• Manage daily workload across the teams and shift rota to ensure effective cover during core UK hours.
• Analyse and develop shift patterns ensuring we are staffed appropriately and in line with the Email, Ticket cases and Telephone call volumes received, ensuring SLAs and KPIs are met.
• Leadership and day to day management of a team of Technical Support Advisors who provide a wide range of support for Broadband, Product and Service related technical issues and queries.
• Ensuring that processes are adhered to and that systems and tools are used effectively.
• First line escalation for customer dissatisfaction and ownership of customer complaints at all levels.
• Oversee induction of new starters in the team, including onboarding and training.
• Monitor and where appropriate address quality issues within the team through coaching and training.
• Empower the team to deliver a consistent premium service, managing all types of queries and effectively coordinate resolution actions across all required Gigaclear teams.
• To support the Head of Customer Contact Centre to deliver the Customer Services strategy.
• Manage and see through to closure all Customer Services related CEO escalations timely and effectively.

Knowledge & Skills

Essential:

• Proven experience in the delivery of outstanding customer experience and ability to coach and mentor individuals.
• Hands-on experience in a helpdesk, service desk, or technical support role with enough understanding of the complexities your team faces to be able to provide insightful, supportive guidance.
• Use own initiative with a positive, ‘can do’ attitude.
• Strong communication, organisational, conflict management & negotiation skills.
• Ability to liaise and deal with people at all levels both internally and externally to the business, building and maintaining relationships.
• Strong coaching and mentoring skills whilst comfortable working with staff one on one in order to motivate improvement or recognise great performance where necessary.
• A disciplined approach to problem solving.
• Calm, measured and articulate.
• Ability to prioritise and delegate.

Desirable:

• Ability to troubleshoot faults on customer routers and switches and translate technical language to non-technical personnel and customers.
• Knowledge of Home IT, i.e. home networks, servers, email, Wi-Fi access points, Ethernet over power lines, etc.
• Experience in broadband, telecoms, or a similar environment is desirable.

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.