Job Description

Description

Customer Service Team Leader

Reporting to: Installations Manager

Location: Remote

Hours: Full-time, 40hrs per week - 8hr shifts covering weekends and bank holidays

Base Salary: 32,500 per annum

About YouFibre:

Here at YouFibre the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and strongly believe that our customers should always be viewed as a person first and customer second. We don't accept anything less than excellent!

Job Purpose:

As a Customer Service Team Leader, you will be responsible for ensuring the best customer experience for our customers, serving them through multiple channels, alongside driving the overall team performance, managing agent productivity and leading by example to achieve optimal results throughout your shifts. You will provide comprehensive training and coaching of both new employees and existing agents within the Customer Service team and act as an escalation point for complex complaints and issues, offering guidance and resolution.

You will need to demonstrate a willingness to be hands on, as you will be actively supporting the team during high workloads, engaging and supporting the team to do what is necessary to ensure seamless operations and customer satisfaction. You will also provide crucial support to your line manager, stepping in when needed and ensuring seamless assistance to agents within the department, maintaining operational excellence.

Key Responsibilities

Coaching and guidance to the Customer Service agents within the team

Team Performance:

Ensure the Customer Service Executives achieve quality and meet KPIs consistently. Lead by example, promote best practices, and collaborate with the Customer Service Manager to address any performance concerns effectively. Support and deputise for the management team as required.

Escalations:

Handle escalated issues promptly to resolve and deescalate situations, ensuring customer satisfaction is maintained

Outage Management:

Take ownership of outage communications as needed, ensuring timely and accurate records of incidents are maintained.

Shift Handovers:

Provide comprehensive handovers to the next Team Lead/ Management team at the end of each shift as necessary, detailing any ongoing issues, escalations, or concerns for seamless continuity and management.

Customer Management:

Provide a warm and friendly greeting to customers over the phone, via email, live chat, or social media, ensuring a positive start to all interactions

Enquiry Handling:

Respond promptly and accurately to customer enquiries about products, services, and company policies.

Issue Resolution:

Efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time!

Documentation:

Accurately document customer interactions, feedback, and resolutions in the company's CRM system for future reference and analysis.

Follow-Up:

Ensure customer issues are resolved by following up appropriately, proactively preventing customers from needing to inform us of their issues.

Technical Support:

Troubleshoot simple and occasionally complex technical issues with customers through multiple contact channels.

Installation Support:

Assist customers in amending their installation bookings by cancelling and rescheduling as required, advising them of the installation process, and explaining any issues delaying installation in easy-to-understand terms.

Billing Support:

Assist with billing enquiries, amend invoices, and set up direct debits to ensure smooth invoice payments. Support customers experiencing financial difficulties with compassion and empathy, in line with company policy.

Customer Support:

Suggest additional products or services that may benefit the customer, enhancing their experience (e.g., Mesh or VoIP calling).

Order Processing:

Manage order modifications, cancellations, and re-contracts to ensure a seamless customer journey.

Sales Support:

Provide detailed information about products, services, promotions, and policies to help customers make informed decisions.

Admin Support:

Complete general admin tasks related to the support provided within the remit of Customer Service.

Continuous Learning:

Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.

Collaboration:

Work with other departments to ensure timely resolution of customer issues while setting customer expectations and adhering to promises made.

Skills, Knowledge & Expertise

Previous experience in Customer Service demonstrating a commitment to providing excellent customer service and ensuring customer satisfaction Excellent interpersonal skills, verbal and written communication style demonstrating empathy and understanding towards customers Strong problem-solving aptitude and the ability to think critically Can grasp technical support procedures and resolve simple and complex issues, able to take ownership and see through difficult cases Effective organisation skills for managing multiple tasks to strict deadlines Keen attention to detail Can adjust to evolving Customer demands and company procedures/system changes Team player, willing to be hands-on and lead by example and strong desire to support the team in achieving their individual and customer related targets in a positive manner A strong work ethic and the ability to work under pressure

Job Benefits

Equity - yes, a real part of the company! 25 days holiday plus bank holidays Pension scheme that matches your contribution up to 8% Phone allowance Health care cash plan Cycle to work Employee assistance programme PPE and Uniform provided IT equipment provided Discounted Gym memberships Retail offers - discounts from recognisable brands Company Events Travel expenses paid Free YouFibre broadband if you are within our area, plus friends & family discount. Life assurance giving you cover of 4 times your basic salary Colleague referral scheme of 500 Continuous development and long-term career prospects

Please note that applications will be reviewed as received and should a suitable candidate be identified, we may fill the vacancy early. Therefore, early application is encouraged.

Like what you see? Here's what happens next:

Send us your application via our Careers Site or Job Boards. Recruitment screens your application against our essential criteria. Hear back from us within 2-3 days of application submission with an outcome/next step. If you haven't heard back from us within the above timeframe, please feel free to reach out to us at recruitment@substantial.group

About YouFibre

YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, we're on a mission to bring ultrafast Internet to our customers.

Guided by the principles of flawless customer support, fair contracts, and affordable pricing, You brings the full fibre experience direct to your home or office to create the best Internet experience possible.