Customer Care Team Leader

Job Title: Customer Care Team Leader

Location: Exeter

Salary: £29,000

This is an exciting opportunity to join a fast-paced environment, based in Exeter for a world leading full fibre broadband provider! As the Customer Care Team Leader, your primary responsibility will be to maintain the company's responsiveness to customer needs while striving to surpass their expectations. This entails cultivating positive relationships with both individual and business clients. Additionally, you'll collaborate with the Customer Service Manager (CSM) to enhance team skills, onboard new hires, refine departmental processes, and manage operations in the absence of the CSM.

The Role:

So, what will you be doing as a Customer Care Team Leader?

• Ensuring customer contact is dealt with in line with the Customer Success Team KPI's, such as answering telephone calls and emails within expected time constraints
• Take charge of dealing with customers' questions and complaints from start to finish.
• Support our company's vision and speak up for customers.
• Talk to customers to improve our services and meet their needs.
• Use different ways to talk to customers and make them happy.
• Give customers great service while working efficiently.
• Work with other teams to fix any problems with installations.
• Train and help our team members grow, with help from the CSM.
• Help new team members get started.
• Work with the CSM to make our processes better and update our systems.
• Coach team members regularly to help them improve.
• Represent our team in meetings when needed.
• Handle problems and make customers happy if the CSM isn't around.
• Hire new team members for customer care.
• Manage when team members are away and help them do better.
• Teach new team members what they need to know.
• Support team members to improve how they work and fix any issues.

What are we looking for in our next Customer Care Team Leader?

• Prior experience as a Team Leader/supervisor
• Thrives on collaborating with others
• Can juggle multiple tasks and adapt priorities easily
• Pays close attention to detail in communication
• Excels in both written and verbal communication
• Previous experience in a customer care team is a plus (bonus if in telecoms!)

Benefits:

• Life Assurance
• Income Protection
• Salary Sacrifice Pension
• 30 days holiday plus statutory bank holidays
• Enhanced Sick Leave
• Enhanced Family Leave

How to Apply:

Submit your updated resume and a cover letter outlining your experience and enthusiasm for joining our team in Exeter.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.