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Customer Operations Team Leader

4 months ago

Edinburgh, United Kingdom Lothian Broadband Full time

Job Advert

The Customer Operations Team Leader role sits within the commercial operations team and plays a key part in the achievement of our key service and sales objectives. As a lean customer operations team, it is important to note that this is a customer-facing role and will involve being the first point of contact for customer escalations within the team. In addition to managing challenging customer cases, the Team Leader will also provide management cover to the wider team during operational hours and will support with the identification and management of process improvements for the team.

**Key Duties**
- Provision of frontline support for our customers, handling both sales and service-related queries
- Monitoring and contributing to the delivery of key departmental objectives relating to both the onboarding of new customers and the management of our existing customers.
- Monitoring team workflow and tasks, ensuring that the various activities are completed in line with SLA
- Tracking and improving conversion of inbound sales enquiries, ensuring the team converts all enquiries into active customers.
- Identifying areas for improvement in customer service procedures and implementing strategies to enhance efficiency and customer satisfaction.
- Serving as a liaison between customers and other departments, advocating for customer needs and ensuring resolution is in line with company policies. Ensuring compliance with company policies, procedures, and standards while delivering exceptional service
- Handling escalated customer queries & complaints that require a higher level of expertise or authorisation.

**You will need**:

- Previous experience in a contact centre environment or a customer-facing role within the telecoms industry.
- Previous experience as a senior advisor or in a deputising role.
- Skilled in both sales and service disciplines in a B2C environment.
- A true customer champion, ensuring there is a focus on customer resolution of challenges and escalations.
- The ability to multi-task and juggle different activities at the same time.
- Comfortable using data to identify and quantify issues & opportunities.
- Flexible to work a shift pattern between the hours of 8am to 8pm Monday to Friday and 9am to 5pm on a Saturday.