At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer and network support.
- Company: Join Last Mile, a leading multi-utility company known for innovation.
- Benefits: Enjoy generous annual leave, hybrid working, and a range of perks.
- Other info: Be part of a certified Great Place to Work® with excellent career growth.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Strong leadership and customer service experience required.
The predicted salary is between 30150 - 36850 £ per year.
Join a leading utilities company that champions innovation and service excellence. At Last Mile, we take pride in delivering high-quality solutions across the multi-utility sector. Our Networks team is growing, and we're excited to welcome a talented Customer and Networks Support Supervisor to join us.
As Customer and Networks Support Supervisor, you will lead and support our Technical Administrators and Network Coordinators, making sure workloads are managed effectively and customers receive a high-quality service. You will help our team thrive through clear objectives, regular one to ones and development conversations. You will monitor performance and quality, encourage collaboration and continuous improvement, and be the first point of escalation for customer, technical and operational issues. You will also review key customer and stakeholder communications, escalating matters to our engineers and Network Operations Manager when needed.
What’s in it for you:
- 25 days holiday, increasing after 2 years by 1 day each year up to 30 days, plus 9 public holidays
- Holiday buy scheme
- Discretionary bonus
- EV and ULEV salary sacrifice scheme (subject to minimum length of service)
- Cycle to work salary sacrifice scheme
- Up to 7% employer pension contribution
- Volunteering Day
- Life assurance (x4 annual basic salary)
- Retail, travel and leisure discounts via our MilesMore benefits platform
- Refer a friend incentive
- Financial wellbeing platform
- Employee assistance programme
- Hybrid working*
- Flexible start and finish times for eligible roles*
- Private medical insurance*
- Company sick pay**
*Some of our benefits are only applicable when you have successfully completed your probation period*
Your responsibilities:
- Lead and supervise the Customer Service and multi utility network support function, keeping the Network Operations Manager informed of performance, risks and key activities.
- Act as the main escalation point for complex customer enquiries, complaints and stakeholder concerns.
- Oversee complaint investigations, compensation claims and service issues, reviewing and approving responses and decisions when required.
- Ensure customer interactions meet company procedures and regulatory requirements, while monitoring satisfaction and improving the customer experience.
- Support Network Managers with operational, technical and customer issues, escalating significant incidents, supply interruptions and regulatory risks appropriately.
Experience / Knowledge:
- Strong leadership and people management skills, with experience supervising administrative, customer service or operational support teams.
- Customer service and complaint handling skills, with the ability to resolve complex and sensitive customer issues professionally and effectively.
- General appreciation of utility network operation and asset management processes within Electricity/Gas/Water utilities.
Last Mile is one of the largest last-mile multi-utility businesses in the UK. We understand construction and we know utilities. We design, build, own, and manage the ‘last mile’ of essential utilities infrastructure. With a proven history of delivering multi-utility connections across Great Britain, we provide a full suite of utility infrastructure, including clean heat networks, electricity, gas, water, wastewater and fibre. With a strong track record, deep industry knowledge and solid investor backing, we take a forward-thinking approach to the complex economic, social and environmental challenges of today, to innovate for a better tomorrow.
Through Last Mile and our asset adoption business Last Mile Asset Management, we provide a ‘one-stop shop’ for new utility connections. We’re proud to be both a Great Place to Work® certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people.
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.
Customer and Network Support Supervisor in Scotland employer: Last Mile Infrastructure Group
Last Mile Infrastructure Group is an exceptional employer, offering a dynamic work culture that prioritises safety, efficiency, and high-quality project delivery in the Northwest England region. Employees benefit from robust professional development opportunities, a commitment to continuous improvement, and the chance to lead impactful infrastructure projects that contribute to community well-being. Join us to be part of a collaborative team that values strategic leadership and stakeholder engagement, ensuring your career thrives in a supportive environment.
Contact Details:
Last Mile Infrastructure Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer and Network Support Supervisor in Scotland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Last Mile Infrastructure Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Last Mile Infrastructure Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer and Network Support Supervisor in Scotland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Last Mile Infrastructure Group:Your cover letter is your chance to shine! Tell us why you want to work at Last Mile Infrastructure Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Last Mile Infrastructure Group!
How to prepare for a job interview at Last Mile Infrastructure Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
