Customer Service Team Leader

4 weeks ago

Blandford Forum, United Kingdom Wessex Internet Full time

**About Wessex Internet**

Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning fast broadband and are passionate in delivering a fantastic service to thousands of customers whose copper line upgrade is deemed uncommercial by the rest of the industry.

We design, build and manage our own 3000km FTTP network in-house and are one of the leading suppliers making use of several Government funded voucher programmes.

Wessex Internet is growing fast. Our vision is to scale whilst retaining our excellent and personal customer service. In order to make our teams more effective and efficient we are investing in world class business systems and processes. Wessex Internet wants to make step change improvements to the broadband experience, setting it apart from other internet providers.

We believe in building a great place to work, where everyone’s contribution is valued, and everybody has the chance to raise their ideas and make a difference everyday.

Every one of us is responsible for the continued success of Wessex Internet, each individual has something valuable to offer, and together we’re constantly looking for better ways to serve more people. We’re growing fast, and we need the best people to join us.

**The Role**

Wessex Internet are looking for an exceptional Customer Service Team Leader to provide excellent customer service and to promote this idea throughout the organisation. As Customer Service Team Leader you will be responsible for the people, performance, and the delivery in line with customer expectations and internal obligations. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

The Customer Service Team Leader role is mainly to oversee a team of Customer Support Advisors; supporting and coaching daily. Reporting directly to our Network Operations Centre Manager you will work as an integral part of our support and management team, with responsibilities to motivate colleagues, monitor KPI's and converse with the end client.

**Responsibilities**
- Manage, mentor and develop Customer Support Advisors in delivering an outstanding customer experience and nurture an environment where they can excel through encouragement and empowerment
- Monitor KPI's and compliance through our call monitoring process, with a keen eye on quality
- Support and promote continuous improvement within your team
- Improve customer service experience, create engaged customers and facilitate organic growth
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Take ownership of customers issues and follow problems through to resolution
- Maintain an orderly workflow according to priorities

**Requirements**:

- Proven work experience as Customer Service Team Leader or similar role
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Excellent communication skills
- Strong client-facing and communication skills
- Ability to think strategically and to lead
- Outstanding organisational skills
- Advanced troubleshooting and multi-tasking skills

**Benefits**
- The option to buy or sell an additional 5 days holiday.
- Opportunities to progress your career - We’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential.
- Free breakfast - including fruit, snacks, teas & coffees available throughout the day.
- Regular social events
- Free onsite parking
- 75% discount to Wessex Internet package

**Salary**: £26,000 - £30,000

**Hours**: 40 hours per week, Monday - Friday

**Location**: Office Based, Nr Blandford Forum, Dorset

**Holiday**: 25 days plus bank holidays

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