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Mobile Onboarding and Support Team Leader
4 months ago
**Job Title**: Mobile onboarding and support team leader
**Location**: Ewloe / Home - Hybrid
**Salary**: £30,000 - £35,000
**Contract type**: Permanent
**About the role**
The Onboarding and Support team leader will lead a team of 10 across sites in the UK.
Based in our Ewloe office on a hybrid basis, you will lead and support an efficient and motivated team, measuring performance against set KPI’s.
You will be a natural leader with an eye for continual improvement.
This role and the team are responsible for the management and delivery of implementations across our mobile base, along with the ongoing support of our customers after the implementation. We provide a tailored approach for each customer with bespoke solutions to ensure the project is delivered to the customers’ needs with exceptional customer service.
In this role you will ensure that there is a consistent level of communication and ownership with both the Customer Account Managers and the customer direct.
This role will join a well-established and self-sufficient team who are forward thinking.
**What you’ll do**
- Lead and manage all activities within the Mobile Onboarding and support teams.
- Work with relevant areas of the business to ensure that all work is managed and delivered effectively to ensure the best possible customer experience in line with the business SLA’s
- Establish a culture across the team which reinforces our personal approach where we strive to exceed customers’ expectations.
- Identify, map and document all Mobile Onboarding processes and mobile support processes to ensure the efficient running of the function. Ensuring a seamless customer experience. Implement any new processes, following approval from the Services Director.
- Maintain an ethos of continual improvement to ensure that all processes, tasks, and generally all work is being delivered in a time and cost-effective manner whilst liaising with the Head of Customer Experience to ensure any viable solutions are included in appropriate sprints.
- Maintain comprehensive reporting for the Team and ensure these are used effectively monitored - for example, average implementation time, business workload split, response and resolution times.
- Be the point of escalation for customer issues, working closely with the other relevant teams in the business to ensure customer responses are being handled quickly and efficiently.
- Provide training on areas of common issues to ensure training can be used to increase customer satisfaction.
- Manage the Team through KPI’s and appraisals, providing regular feedback during 1-2-1’s and developing individuals within the team.
- Manage holiday and sick leave for the Team, in relation to the employee handbook. Along with conducting interviews, reviewing team resources, and managing the overall hiring process.
- Maintain a good understanding of the product portfolio and have overall commercial awareness for the business.
- Ensure a thorough and detailed onboarding programme for each new starter and manage progress e.g., 3 months, 6 months and 12 months.
- Have a high level of communications skills which can be used to help develop the Team. Be the voice of the Team across the business, ensuring efficient interdepartmental communications.
- Drive a culture of positive hard-working behaviour across the team. Leading the team by setting a professional example always in behaviour, attitude, and results.
**Customers**
- Solving any service, administration related issues that may occur and ensuring satisfaction from all parties, handling customer complaints should they arise.
- Create a system to collect and review customer feedback on all mobile onboarding interactions, mobile support interactions and monitor this regularly, and feedback to the Services Director
- Establish and maintain relationships at the relevant levels with internal and external customers which may include off site visits with suppliers and customers.
- To facilitate all actions required for implementation and identify and communicate all ongoing maintenance of the customer’s account.
- Support the Regional Customer Directors to scope and deliver new solutions / enhancement.
- Proactively visit customers alongside the Account Managers to scope out and build implementation projects.
**Requirements**:
**What we are looking for?**
**Essential**
- Customer focussed with a knowledge of mobile networks
- Motivational leader, who looks for continual improvement.
- Time management and prioritisation skills
- Ability to use own initiative and think ‘outside the box’.
- Excellent telephone manner, with strong written and oral communication skills, including complaint handling skills.
- 3+ years of managing customer services teams.
- Inspirational leader with excellent organization; project management; time management and communication skills.
**Desirable**
- Project management qualification
**Benefits**
**Who are we?**
Arrow has 25 years’ e
