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Customer Support Operations Leader

3 months ago

Bath, Bath and North East Somerset, United Kingdom Telet Full time

Overview: We are seeking a skilled Customer Support Operations Leader to join our dynamic team at Telet, a prominent UK Mobile Network Operator. This role is essential for overseeing and guiding our customer service teams.

About Us: Telet is a full mobile operator and a member of the GSMA, dedicated to enhancing mobile connectivity through private networks tailored for communities.

Key Responsibilities:

  • Take charge of all customer service functions, ensuring seamless connections between our clients and our services.
  • Recruit, train, and supervise our Service Connections Agents, fostering an environment of continuous improvement and exceptional service delivery.
  • Monitor and enhance the quality of service provided to customers, focusing on both the advice given and the processes for handling inquiries.
  • Implement innovative strategies to keep the team motivated and engaged, striving for excellence in service.
  • Effectively manage customer complaints by identifying trends and developing solutions to minimize issues and costs.
  • Participate actively in customer interactions as a Service Connections Agent when necessary.
  • Conduct regular team health assessments and meetings to maintain high morale and address stress levels within the team.
  • Demonstrate strong leadership and people management skills, ensuring that our customers feel valued through professional communication and initiative.
  • Exhibit resilience in handling customer complaints, particularly in challenging situations.
  • Utilize excellent conflict resolution skills to address and resolve customer issues effectively.

Qualifications:

  • Proven experience in team leadership and management.
  • Exceptional interpersonal and communication skills.
  • Ability to foster a positive team environment and drive performance.

This position offers a unique opportunity to advance your career within a rapidly evolving organization. Join us in our mission to bring innovative Private 5G Networks to various communities.