*Temp role for 6 months *
Main purpose of job: You will be responsible for leading and developing the LilaConnect Customer & Technical Support Representatives, day-to-day operational activities and Service Levels. Create a great team environment, friendly and hard working. Able to monitor and report service performance and drive continuous improvement activities where issues are found with products, processes or systems.
Key results area:
* Responsible for day-to-day operational activities and act as first point of call for support escalations which are impacting customers or agents including guidance and managing complaints.
* Monitor all customer satisfaction and support channels daily contacts (digital and voice) and ensure all customer support resources are managed to meet customer demand and monitor service level performance.
* Work closely with internal departments to ensure customer service processes and queries are managed with service levels, quality and compliance standards.
* Identify, escalate and resolve any customer issues (early life, in-life or when offboarding) and keep management informed on any in day/week/month trends.
* Drive continuous improvement of processes and business efficiencies, quality and customer experience.
* Lead the Customer Support Team by chairing team huddles, 1-2-1 performance development and support individual coaching and additional training for agents.
* Work within the relevant LilaConnect policies and compliance adherence e.g. Information Security, GDPR.
Experience & Qualifications
* Working within Telecoms, specifically Fibre related products
* Customer Services Training/Experience
* Team Management Experience
* Working within a Service Support Environment
* Using Service Desk applications
Person Specification
Qualifications Essential:
* A graduate and/or post graduate qualification in a business-related subject is desirable.
* ITIL – Foundation
Desirable:
* NVQ – Customer Service
Relevant Experience
Essential:
* Customer Services Training/Experience
* People Manager / Leader
* Using Service Desk applications e.g CRM, ASC, Confluence
Desirable:
* Working within Telecoms or utility industry
Aptitude, skills and abilities
Essential:
* Good communication, organisation and team working skills.
* Customer focused with a professional outward attitude.
* Be able to communicate effectively and professionally with internal and external suppliers both verbally and written.
* Time Management. The ability to manage time and prioritize tasks.
* High level of accuracy on manual data tasks and attention to detail
* Can do attitude, focussed and ability to work independently in line with our service guarantee’s.
* Ability to document agent processes / knowledge material
* Problem Solving and Continuous Improvement
Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.
As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.
Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.