Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice. Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business. Wildanet, building careers from the Southwest to anywhere. Job Title: Customer Care Manager Benefits: Company Pension/ Employee Assistance Programme for you and your family/ Eyecare Vouchers/ Flexible Working / Bespoke Training & Development Plan/ Spontaneous Awards/ Enhanced Sick, Family leave and Statutory Leave/ Flu Jabs/ Death in Service Benefit/ Paid leave for charity support/ Complimentary tea and coffee in the office/ Attractive holiday package/ Free Broadband (after probation has been passed)/Access to generous discounts hub Wildanet Rewards & Recognition Hub Location: Liskeard Office Salary: £32,000 - £35,000 per annum depending on experience. Role Purpose: As the Customer Care Manager and a key member of the omni-channel Customer Experience function, you will play a key role in ensuring that Wildanet offers an excellent customer experience throughout the customer journey and lifecycle that anticipates and addresses the customer’s need, from the point of acquisition through to engagement, and eliminates the need to contact Wildanet for help and support. Main Responsibilities: The Customer Care Manager is responsible for delivering a best-in-class customer experience to our residential and business customers before and after installation, through leading and managing a team of motivated, skilled and customer-focused support agents and resources within Wildanet’s Customer Experience function. You will be responsible for managing a team of Customer Care Agents and ensuring that they are meeting or exceeding key performance indicators (KPIs) and service level agreements (SLAs). To do so, you will be responsible for conducting regular 1-to-1s with team members and providing ongoing training and coaching to create a culture of continuous improvement. Operation of customer booking processes and scheduling work Delivering against customer service metrics and objectives Call category reporting & management Key Activities: Understand, respond to and address the needs of customers contacting Wildanet Ensure an excellent experience in scheduling and rearranging installation appointments Lead, manage and develop a team of Customer Support Agents and oversee day-to-day operations Monitor team performance and ensure that KPIs and SLAs are being met Act as a point of escalation for complex or challenging customer service issues, and work with team members to resolve them in a timely and effective manner Continuously evaluate and improve customer service processes, resources and tools to improve the customer experience and reduce the need for customers to contact us, reducing the volume of calls Create and manage customer service reports, including tracking customer feedback and satisfaction scores Develop and deliver ongoing training programs to ensure that team members have the skills and knowledge needed to deliver exceptional customer service Design and implement 360 feedback processes, that capture call handling, and internal stakeholder feedback for disseminating and ongoing learning opportunities for the team Conduct regular 1-to-1s with team members to provide coaching, feedback, and support Collaborate with other departments, including sales, marketing, and technical support, to ensure that customer needs are being met Managing timely escalations to Head of Customer Experience and Exco members if a risk to the company’s reputation is identified. Actively reviewing and collecting CSAT data, identifying trends and opportunities for improvements Deputise for head of Customer Experience where necessary, including attendance at management meetings Develop an out of hours on call rota and daily rota, and respond to service escalations in collaboration with the Network team. Identification and progression of corrective actions to reduce inbound call volume Agent coaching & development to support multi-skilling e.g. access to technical platforms and training provided on how to use systems Essential Person Specification Knowledge: MS office & CRM knowledge. Knowledge of customer call systems & diagnostic tools Internet, AI & social networking understanding. Knowledge of management principles. Understanding of the customer journey, within a customer experience operation, within a service industry Altnet/Telecoms product knowledge (desirable) Skills/Attributes: Excellent computer skills Ability to multitask using relevant systems. A high level of self-motivation and ambition. High level of resilience. Ability to think creatively. Be proactive and create positive experiences for others. Ability to work independently as well as part of a Team. Managerial & leadership skills Mentoring skills. Performance management skills. Coaching and development skills. Ability to drive performance remotely as well as face to face Confident in objection handling and coaching these skills within a team Ability to understand trends, interpret information and data, and present to management Experience: Significant customer service experience, within a service provider environment Demonstrable experience of managing a large team & being accountable for team performance. Experience of managing inbound & outbound sales campaigns, to include new &existing customers. Qualifications: Good level of education to include English and Maths qualifications Circumstances: This role may involve occasional travel throughout Cornwall or Devon. Working with others to achieve team targets and goals. Professional dress code applies. Evening and weekend working will be required and where applicable overnight stays. Variable shift patterns between 8am-8pm Hybrid working available for upto 2 days a week.