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Customer Experience Manager

2 months ago

Peterborough, Peterborough, United Kingdom LightSpeed Broadband Full time

### Job Title: Team Leader

#### Reports to: Head of Customer Experience

#### Location: Head Office

#### Full Time

#### Embrace diversity. Celebrate inclusion.

As a key member of the Customer Experience team, you will be responsible for managing the Customer Care teams, handling all residential and business customers as they move from their onboarding journey into their ongoing In Life experiences. The In Life team will provide support across value-add services, downgrades, and administrative requirements, while also supporting all forms of fault resolution from network events and signal cover down to individual equipment faults.

### Key Responsibilities

* Manage all HR processes for the team, including performance management, sickness, and welfare
* Undertake structured quality checks to ensure regulation compliance and manage potential performance issues
* Work collaboratively with other Team Leaders and Management to identify opportunities to enhance internal processes, performance, and organizational efficiency
* Ensure compliance to LightSpeed brand values and tone-of-voice
* Collate and maintain data required to report effectively on output and performance; Knowledge of managing CRM (Salesforce) systems

### What We Offer

* Competitive Holiday Allowance + Bank Holidays
* Medical Health Insurance
* Pension
* Bonus Scheme
* Social Events
* EAP System
* Opportunities for Growth & Development
* Cycle to Work Scheme
* Flexible Working
* Employee Discounts
* Gym Membership
* Birthday Day Off

### About Us

At LightSpeed Broadband, we're committed to providing exceptional customer experiences. If you have a disability, a learning difficulty, a medical condition, or another individual need that requires an adjustment to our process, we'll be happy to make reasonable adjustments to our processes for you.