Customer Operations Team Lead

27000.00 - 30000.00 GBP Annual
21 Jun 2021
14 Jul 2021
Contract Type
Full Time
Gigaclear is a fast growing, game changing builder and provider of pure fibre broadband services to residential customers and businesses in England. We have an ambition to make a significant difference to the broadband landscape in rural England and improve our customers lives through the provision of world class broadband services.

Gigaclear embarks on its next stage of its maturity journey, and our Customer Operations team is going through an exciting time; as we start to transform our processes and technology, aimed to deliver a zero-touch customer contact and operation, enabling Gigaclear to deliver a World class experience to its customers.

Purpose of the job

The Customer Operations Team Lead will drive process and quality collaboration and process improvement throughout the customer operations team. The role will be responsible for ensuring consistent, reliable and dedicated service and enable operation processes to meet the customer experience, satisfaction and quality goals.

Dedication to Gigaclear Customers to ensure a premium service and experience throughout their contract. Supporting and guiding the Customer Operations team to ensure a reliable and consistent experience is had throughout all communications and inputting quality and care into the work completed by the team.

Key Accountability & Responsibilities

* To support leading the Customer Operations Team to ensure a consistent premium service and experience is being provided to Gigaclear customers.

* Manage and see through to closure all Customer Operations escalations.

* Training and coaching of the Customer Operations team to ensure a fluid and consistent management of queries.

* Enable the Customer Operations team to provide an effective and informative answer to any query.

* Improve and drive collaboration through the business with customer care. Building relationships and processes to improve the customer experience

* To enable teams to provide customers with proactive and timely communications, mitigating the need for contact from the customer.

* To analyse the root cause of contact and support in distributing regular reports to internal and external stakeholders to help improve the service being provided

* Ability to coordinate resolution actions across all required Gigaclear teams.

* Management of Gigaclear social media, to ensure a prompt and knowledgeable response is provided

* Quality management assessments for all team members. Provided thorough and details feedback to drive the agent's performance

Knowledge & Skills

* Proven experience in the delivery of high-quality care service and communications

* Sector experience desirable (Utilities, Water, Gas, Civils, Electricity, Telecoms, etc)

* Management information and analytics

* Technically competent with Office 365, Visio, PowerPoint and Salesforce

* Excellent excel capabilities

* Ability to liaise and deal with people at all levels both internal and external to the business

* Exceptional verbal and written communication skills

* Conflict management

* A disciplined approach to problem solving

* Effective at external and internal stakeholder management

* Calm, measured and articulate

* Excellent organisational skills

* Self-motivated and able to understand tasks on own initiative

* Strong coaching and training skills

Our Values

Find a way - we will work together to deliver market-leading solutions and provide customer service excellence to our communities

Do the right thing - we always base our decisions on what we believe is fair, considerate and in the best interest of our customers and our colleagues

Be committed - we are all accountable for our actions and work relentlessly with our many customers to deliver on our promises

Keep it simple - we take potentially complex and confusing information and we make it easy for everyone to understand

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