Team Manager - Customer Resolutions

Position Summary

The Customer Resolutions Team Manager is responsible for leading, coaching and developing a team of customer resolutions executives who resolve customer complaints and expressions of dissatisfaction that originate from a number of channels both internally and externally. They provide a key role in ensuring that all complaints are resolved in a timely manner that achieves regulatory requirements and also ensures that all customers are treated fairly in a consistent and respectful manner.

Note: this is an office based role, based in our Head Office, Abingdon, Oxon.

The role requires overseeing day-to-day complaint handling and resolution, ensuring high levels of customer satisfaction is achieved. The Team Manager will focus on achieving departmental goals and continuously improving processes to increase customer satisfaction and customer ‘ease’.

They will be responsible for work allocation and to ensure that Customer Resolutions Executives are working efficiently and effectively with high quality output with few cases reopened due to poor handling or customer expectation mismanagement.

They will also work closely with the Root Cause Manager and team to reduce the root cause of complaints that improves customer experiences and also reduces complaint volumes

Key Responsibilities

• Lead a team of customer resolution executives to ensure high quality customer service and efficient handling of customer customers is consistently achieved
• Coach, mentor and support team members to improve their performance and develop their skills.
• Handle and support escalated customer issues, ensuring timely and effective resolutions
• Work closely with the Ombudsmen Service to assure timescales are achieved and all information is provided to ensure of a smooth customer experience
• Support the setting of personal performance goals and metrics for the team, ensuring alignment with company objectives.
• Monitor and evaluate team performance through regular feedback, performance reviews and quality assurance checks and interfaces.
• Analyse customer service trends and data to identify areas for improvement and recommend changes for improvement
• Manage scheduling and ensure adequate staffing to meet customer demand and service level expectations in line with resource management requirements
• Maintain a positive work environment, foster teamwork and encourage professional growth within the team.
• Collaborate with other departments both inside and outside of Customer Service to ensure smooth workflows and customer satisfaction.
• Implement and maintain customer service policies and procedures to improve efficiency and ensure consistent service delivery.
• Report regularly on team performance, customer satisfaction and other key metrics to department management
  
  

Experience

• Proven experience in a customer service or management role (e.g., Customer Service Supervisor, Lead, Coach, senior or similar position).
• Previous complaint handling experience is desirable
• Strong leadership and team and people management skills with the ability to motivate, guide and develop a diverse team.
• Ability to deal with colleagues at all levels throughout the company and effective relationship builder
• Build and maintain great relationships with internal stakeholders, attending meetings to jointly review performance to improve end to end customer experience
• Calm, measured and articulate, with experience of managing challenging conversations for a win win both with colleagues and with customers
• Excellent communication, problem-solving and interpersonal skills.
• Ability to work under pressure and manage time effectively in a fast-paced customer facing environment.
• Experience with customer service software and CRM systems (e.g. Salesforce) preferred
  
  

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Staff Rewards, Benefits And Opportunities

We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.

• Generous employer pension; up to 8% matched contribution
• Income protection & life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
• Unlimited access to online training and development content via our Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events
  
  

Our approach is to work guided by our mission, vision and values.

Our Mission - Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together