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Team Leader

2 months ago

Peterborough Cambridgeshire, United Kingdom LightSpeed Broadband Full time

Job Title: Team Leader

Reports to: Head of Customer Experience

Location: Head Office

Full Time

The LightSpeed Experience

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people.

About us

We’ve been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.​

​

Join us

Here at LightSpeed, we’re going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.​

​

This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team – you can be yourself here and everyone is welcome. So, join us ​

What we need you to do

Reporting directly into the Head of Customer Experience, we're looking for an experienced Team Leader. This role will be responsible for managing the Customer Care teams handing all residential and business customers as they move from their onboarding journey into their on-going In Life experiences. The In Life team will provide support across value add services, downgrades and administrative requirements, whilst also supporting all forms of fault resolution from network events and signal cover down to individual equipment faults.

You will also support the wider Customer Experience team in implementing improvements within any relevant journeys, proactively providing real case scenarios for analysis.

  • Manage all HR processes for the team including performance management, sickness, welfare.
  • Undertake structured quality checks to ensure regulation compliancy as well as manage potential performance issues.
  • Co-ordinate the activities of the teams to ensure cover is appropriate for all expected scenarios; provide support and advice to team members.
  • Work collaboratively with other Team Leaders and Management to identify opportunities to enhance internal processes, performance and organisational efficiency.
  • Develop, implement and train on improvements while promoting best practice.
  • Handle escalated contact from customers, working cross-functionally to ensure thorough investigation and adherence with appropriate SLAs and regulations.
  • Ensure compliancy to LightSpeed brand values and tone-of-voice.
  • On site presence and on call responsibilities for In Life team, serving customers if needed.
  • Deputise for other Team Leaders as required.
  • Collate and maintain data required to report effectively on output and performance; ensure that operating procedures are documented and maintained.
  • Produce written reports when required.

What we need from you

  • Proven experience leading and managing teams in a Customer Support environment.
  • Experience developing KPI's and SLA's within a Contact Centre environment and ensuring these are appropriately measured.
  • Industry experience and knowledge, with particular emphasis on supporting customers’ in-home experiences and wi-fi diagnostics.
  • Proven experience taking responsibility within Customer Support teams.
  • Knowledge of managing CRM (Salesforce) systems preferred.
  • Strong analytical and goal-oriented mindset.
  • Excellent communication skills, both verbally & written.
  • Strong problem-solving abilities and customer-centric mindset.
  • Ability to manage and prioritise a busy workload.
  • Demonstrated ability to collaborate effectively.
  • Familiarity with the broadband/telecoms industry preferred but not essential.

What you can expect from the interview process

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

What we can offer you

  • Competitive Holiday Allowance + Bank Holidays
  • Medical Health Insurance
  • Death in Service Cover of 4 x Salary
  • Pension
  • Bonus Scheme
  • Social Events
  • EAP System
  • Opportunities for Growth & Development
  • Free LightSpeed Broadband – If you’re in our area
  • Cycle to Work Scheme
  • Flexible Working
  • Employee Discounts
  • Gym Membership
  • Health & Wellbeing
  • Birthday Day Off