Customer Service Supervisor

Customer Service Supervisor

Working from home

Up to £25,000 per annum

Full Time

Having secured significant private investment, we are now planning a major fibre-to-the home build across rural communities in the East of England, connecting thousands of homes to next generation full fibre infrastructure.

We are looking for individuals with the knowledge, creativity, drive and determination to help the company achieve its goals successfully. This is a dynamic, exciting environment to work within and will provide significant opportunities for the right people, with the right skills, to develop and grow with the company.

To support our growth toward becoming the leading broadband network and services provider in the area, we are looking for a talented and experienced Customer Service Supervisor.

Reporting to the Customer Service Manager, our Customer Service Supervisor’s main responsibilities will be:

Key Responsibilities:

  • Provide quality support by being engaging, friendly and confident to help us deliver a first-class end user experience for our customers
  • Work with our technical support team to help diagnose and resolve reported issues and to respond to network monitoring alerts
  • Work with our customer connections department to help support a smooth customer journey
  • Respond to enquiries by phone, email and through the support ticket system
  • Record all information accurately against the customer record
  • Update and maintain support tickets with all relevant information
  • Process orders
  • Book appointments for installations and service calls
  • Update and maintain the engineering calendar
  • Refer to engineering and installation notes for specific support cases
  • Support with the management and configuration of customer equipment including but not exclusively:
    • Router
    • Antenna
    • ATA
  • Support with the management and configuration of services and protocols including but not exclusively:
    • Port forwarding
    • Monitoring and recording signal strength
    • Firmware upgrades
    • Speed tests
    • Remote connection
    • Equipment re-boot
  • Process payments from customers
  • Manage overdue invoices and payment queries
  • Review completed engineering work to ensure all elements have been recorded and charged correctly
  • Assist with the general office duties as part of our team
  • Provide assistance as requested by the Company from time to time
  • Maintain the PBX message for network issues

In addition, the Supervisor will be expected to:

  • Provide a leadership role to the customer service team
  • Drive and improve customer satisfaction to deliver `customer service excellence’
  • Maintain telephone support throughout the day
  • Maintain and allocate support tickets within CBL SLA’s
  • Maintain a process of Quality Assurance providing feedback to colleagues n a regular basis
  • Ensure the process for escalation of tickets is managed within agreed SLA’s
  • Monitor calls to ensure responses reflect the customer service ethos and ensure customers are responded to in line with company expectations.
  • Monitor records to ensure that all calls have been logged on the appropriate data base
  • Monitor diary entries to maximise engineering time and maintain customer SLA for service calls and installations
  • Allocate administration tasks to maintain accurate and up to date records on all relevant CBL platforms including but not exclusively:
    • Job reviews
    • Sales enquiries
    • Job specific spreadsheets
    • Campaign data i.e. village fibre roll outs
  • Work closely with the Customer Technical Support Team to schedule upgrades and maintain customer communications
  • Provide data specific to customer service SLA’s to the Customer Service Manager (CSM) as requested and in a timely manner
  • Conduct interviews for vacant roles and carry out onboarding processes correctly
  • Conduct systems training with new members within CBL
  • Generate accurate and concise data to report on a weekly basis
  • Manage holiday allowances, sickness and weekly scheduling rota
  • Provide quality assurance meeting to agents for feedback and improvements
  • Flexibility on working hours to match the company needs
  • Support the development of process documentation and subsequent training to the team
  • Other such reasonable duties within the general scope of the job title

The candidate should have proven experience and capability in the following areas:

  • GCSE English and Maths
  • A-Level Business Studies (desirable) 
  • 2 years customer service experience
  • Management or Supervision level within a customer service role (desirable) 
  • Excellent interpersonal communication skills
  • Strong sense of empathy when dealing with customers
  • Commercial appreciation of company objectives
  • Can work independently with minimal supervision
  • Previous experience of working in a customer focused environment
  • Report writing
  • Good knowledge of Microsoft suite
  • Team player
  • Be able to work cross functionally
  • Tenacious
  • Can-do approach to problem solving
  • Engaging

As this is a working from home opportunity it’s important that you are able to accommodate home working, this includes suitable space to work from and an internet connection which will support it (minimum download speed of 10Mbps).

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.

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