Customer Service Manager

Customer Service Manager

Working From Home

Up to £35,000

Full Time

Are you ready for an exciting new challenge with a successful Gold Standard full fibre network provider? Backed by significant private investment, we’re looking for bright sparks who like to go the extra mile to join us in what is an exciting time to work at County Broadband.

We are determined to connect homes and businesses across the East of England to lightning-fast full-fibre broadband. We engage with communities. We build the networks. We help people GET REAL FIBRE.

To support our rapid growth, we are looking for talented and ambitious people with the knowledge, creativity, drive and determination, to positively impact the lives of those communities with REAL FIBRE broadband connectivity, whilst embodying our values, Ambitious, Loyal, and Proud.

In return, we give back by offering significant opportunities for talented and ambitious people, with the right skills, to develop and grow within the company.
We are proud of the positive impact our networks have in local communities.

Our Role

This role is key in the Operations domain, supporting the Head of Customer Experience with management of the customer relationship, first line customer support and information, using existing ticketing and telephony channels. Duties will include, but not limited too;

  • Manage, lead and motivate the customer service support teams
  • Manage and maintain customer service rotas’ to provide effective cover throughout working hours
  • Manage the customer service processes and support within agreed SLA’s and KPI’s
  • Ticket Management of the customer service team within agreed KPI’s for the customer service departments
  • Provide 3rd Line customer support and manage responses on behalf of the Executive Team
  • Continually evolve the current processes used within the department to continually improve the customer experience and workflow efficiency.
  • Ensure effective planning and diary management of field engineers
  • Produce and analyse statistics or other data to determine the success criteria of customer service being provided including Trust Pilot data
  • Provide reports to the Head of Customer Experience on progress against KPI targets daily/weekly
  • Short listing and interviewing candidates for any new positions
  • On-going training to meet customer satisfaction and H&S standards in conjunction with the Head of QHSE and HR Department
  • Analyse data from new and current systems to present reports on performance and identify new opportunities for implementation in the business
  • Work within the current budget and using past performance highlight any potential variances to your line manager.

Your Skills

  • Minimum of 5 years experience of Team Management experience ideally in a customer service role. 
  • Clear experience of managing and leading a team to achieve agreed KPI’s and SLA’s
  • Experience of working with budgets

Why join us?

At County Broadband we value our staff, and offer fantastic company benefits.

  • 30 days annual leave, increasing with service.
  • Access to 1000’s of discounts via Perkbox.
  • Regular exciting company events.
  • Company pension

By applying for this position, you are agreeing for County Broadband Ltd to hold and process your personal data in accordance to our Data Protection Policy. If at any stage, you with to withdraw your consent please contact us.

Applications

We would be delighted to hear from you if you believe you have the right skill set to complement our team.

Please forward your CV to careers@countybroadband.co.uk

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Due to the high volume of applications we receive we are unable to reply to each one, therefore if you have not heard from us with 14 days of your application you have unfortunately not been successful.

By applying for this position, you are agreeing for County Broadband Ltd to hold and process your personal data in accordance to our Data Protection Policy. If at any stage, you with to withdraw your consent please contact us.

Your Application

We would be delighted to hear from you if you believe you have the right skill set to complement our team, please complete the form below and attach your CV.

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Your Contact Details

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