At a Glance
- Tasks: Lead and improve a busy customer support team in telecoms.
- Company: Ambitious telecoms and digital services business with strong growth plans.
- Benefits: Competitive salary of £50,000 plus benefits, Monday to Friday office hours.
- Other info: Opportunity for ownership in a dynamic environment with established customer base.
- Why this job: Make a visible impact by enhancing team performance and customer satisfaction.
- Qualifications: Experience managing customer support teams in telecoms, strong KPI management skills.
The predicted salary is between 50000 - 50000 £ per year.
A well-funded and ambitious telecoms and digital services business is looking for a Customer Service Manager to lead and improve a busy customer support team. You will manage a team of 9 support executives handling VoIP, telecoms and customer service queries, bringing structure, accountability and stronger performance management into an already experienced team. This role is less about being deeply technical and more about running an efficient, high-performing support function. You’ll oversee KPIs, ticket volumes, escalations, SLAs and team output while helping introduce better processes, reporting and operational rigour.
What we're looking for:
- Experience managing a customer support or service desk team
- Background in telecoms support environments working with VoIP, broadband, ISPs
- Comfortable managing KPIs, ticket queues and team performance
- Strong-minded and confident dealing with customers and escalations
- Organised, pragmatic and process-driven
- Understanding of VoIP / telecoms terminology such as CDRs is helpful
The business has an established customer base, a capable support team, and strong growth plans. This is an opportunity to come in, take ownership and make a visible impact quickly. This is an office-based role, Monday-Friday, with oversight of out-of-hours support operations.
Customer Service Manager - Telecoms / VoIP. Job in Eastleigh LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a dynamic and ambitious telecoms and digital services company in Eastleigh, where your leadership as a Customer Service Manager will directly influence the success of a dedicated support team. With a strong focus on employee growth, a collaborative work culture, and competitive benefits, this role offers you the chance to make a significant impact while working in a supportive environment that values innovation and efficiency.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Telecoms / VoIP. Job in Eastleigh LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the telecoms and VoIP industry. Attend local meetups or online webinars to meet potential employers and get your name out there. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for the interview by researching the company and its culture. Understand their customer service approach and think about how you can bring your experience to the table. We want you to show them you’re not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to managing KPIs and team performance. We suggest doing mock interviews with friends or using online platforms to get comfortable with your delivery.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. We believe this small gesture can help keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service Manager - Telecoms / VoIP. Job in Eastleigh LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Service Manager. Highlight your experience in managing support teams, especially in telecoms or VoIP environments. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of how you've improved customer service processes or managed KPIs in previous roles. We love a good story!
Showcase Your Leadership Skills:Since this role involves leading a team, make sure to highlight your leadership experience. Talk about how you've motivated teams, handled escalations, and improved performance management. We’re all about strong-minded leaders!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Familiarise yourself with VoIP and telecoms terminology. Brush up on key concepts like CDRs, SLAs, and KPIs. This will not only help you answer technical questions but also show that you're genuinely interested in the field.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a customer support team in the past. Highlight your experience in improving team performance and handling escalations. Be ready to discuss specific strategies you used to enhance efficiency.
✨Be Process-Driven
Since this role is about running an efficient support function, come prepared to discuss your approach to process improvement. Think about how you've implemented better reporting or operational rigour in previous roles and be ready to share those insights.
✨Demonstrate Customer Focus
Emphasise your ability to deal with customers confidently and effectively. Prepare to discuss scenarios where you've turned a negative customer experience into a positive one. This will show that you understand the importance of customer satisfaction in a support role.
