Job Description

Job Title: Customer Service Team Leader
Location: Droitwich
Job Type: Full-Time (40 hours per week)- Ability to work flexibly including 8 am to 4 pm, 9 am to 5pm and 10 am to 6 pm rotas'
Salary: 35,000 - 37,131
Airband is a leading internet service provider delivering high speed broadband to rural communities. We provide a variety of solutions to connect our customers including Fibre to the Premises and Fixed Wireless Solutions. In fact, we are leading the way in Wireless and there has never been a more exciting time to join Airband as we continue to grow our customer base across our network.
Job Summary
The role will oversee the management of the customer services teams, including the out of hours customer service partner. Gather and analyse call data to improve team performance. Ensuring customer satisfaction by providing timely, accurate, and empathetic assistance via phone, email, and digital channels.
If you thrive in a fast-paced environment, enjoy coaching others, and are committed to making a difference in how people stay connected, we'd love to hear from you.
Key Responsibilities

• Managing customer service team to ensure excellent customer's experience
• Support the Out-of-Hours team by handling urgent queries and ensuring service levels are maintained outside standard business hours.
• Driving the Customer Experience metrics across the teams, SDF (Same Day Fix), Repeat Calls, PCA (percentage calls answered)
• Managing data on CRM; ensuring it is kept up to date and accurate.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution and ensuring appropriate follow-up where necessary.
• Review and evaluate customer service procedures regularly to ensure they remain effective, customer-focused, and aligned with business goals.

• Managing Customer Reviews (Trust Pilot, Google) promptly and ensuring root cause is understood and ensuring appropriate action where necessary.
• Owning the win back activity, saving customers that have requested to leave.
• Manage Live Chat, Socials and any other non-voice customer service channels
• Support the development of team capability by training, upskilling, and mentoring Customer Service colleagues, sharing best practices and helping to embed a culture of continuous improvement.
• Analyse customer feedback and service data to identify trends, risks, and opportunities for improvement.
• Collaborate with other departments to resolve complex issues and enhance the overall customer journey.
• Help Airband expand by selling the product when possible

Key Skills

• Proven experience in a customer service leadership role, ideally within the telecommunications sector.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Strong organisational and time management skills.
• Working knowledge of Salesforce, including case management, customer interaction tracking, and reporting.
• Experience using Datatill for customer management, service provisioning, or reporting is highly desirable.
• Familiarity with 8x8 communication systems, including call handling, reporting, and team performance monitoring.
• A proactive mindset with a focus on continuous improvement and service excellence.

Person Specification

• Excellent communication and interpersonal skills
• Experience leading a customer service team
• Strong people management and coaching skills with a passion for developing others.
• Analytical mindset with a focus on service improvement.
• Ability to coach, mentor, and develop others.
• Excellent written, verbal, and face-to-face communication skills, with ability to communicate and influence effectively to stakeholders at all levels.
• Excellent planning and organisational skills with the ability to successfully manage conflicting priorities.

What can Airband Offer you?

• 25 days of paid leave a year rising to 30 plus bank holidays with service.

• 5% Airband pension plus a minimum 3% employee contribution.

• Customer referral bonus - a thank you for every customer you send our way.

• We offer hybrid working - a mix of working from home and in the office.

• Free Broadband - If you are in our coverage, you can benefit from free broadband with us!

• 20% off your monthly line rental on EE's phone, tablet, SIM only or mobile broadband plans.

• Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)

• Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to 1,000 a year!

• Refer a friend reward scheme - a selection of great rewards to choose from!

Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.
Recruitment agency support is not required at this time.