Our Customer Services team is evolving as we start to transform our processes and technology. We aim to deliver a zero-touch customer contact and operation, enabling Gigaclear to deliver a world class experience to our customers. Purpose of the job In this role, you will be focused on leading a Technical Support team, empowering and enabling them to handle all types of technical customer queries throughout the lifecycle of our customers. Note: this is an office based role, our Head Office is in Abingdon, Oxon Key Accountability & Responsibilities Manage daily workload across the teams and shift rota to ensure effective cover during core UK hours Analyse and develop shift patterns ensuring we are staffed appropriately and in line with the Email, Ticket cases and Telephone call volumes received, ensuring SLAs and KPIs are met Leadership and day to day management of a team of Technical Support Advisors who provide a wide range of support for Broadband, Product and Servicer related technical issues and queries Ensuring that processes are adhered to and that systems and tools are used effectively First line escalation for customer dissatisfaction and ownership of customer complaints at all levels Oversee induction of new starters in the team, including onboarding and training Monitor and where appropriate address quality issues within the team through coaching and training Empower the team to deliver a consistent premium service, managing all types of queries and effectively coordinate resolution actions across all required Gigaclear teams To support the Head of Customer Contact Centre to deliver the Customer Services strategy Manage and see through to closure all Customer Services related CEO escalations timely and effectively. Knowledge & Skills Essential: Proven experience in the delivery of outstanding customer experience and ability to coach and mentor individuals Hands-on experience in a helpdesk, service desk, or technical support role with enough understanding of the complexities your team faces to be able to provide insightful, supportive guidance Use own initiative with a positive, ‘can do’ attitude Strong communication, organisational, conflict management & negotiation skills Ability to liaise and deal with people at all levels both internally and externally to the business, building and maintaining relationships Strong coaching and mentoring skills whilst comfortable working with staff one on one in order to motivate improvement or recognise great performance where necessary A disciplined approach to problem solving Calm, measured and articulate Ability to prioritise and delegate Desirable Ability to troubleshoot faults on customer routers and switches and translate technical language to non-technical personnel and customers Knowledge of Home IT, i.e. home networks, servers, email, Wi-Fi access points, Ethernet over power lines, etc. Experience in broadband, telecoms, or a similar environment is desirable. 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 values Our approach is to work guided by our mission, vision and values. Find a way, Be committed, Do the right thing, Keep it simple.