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Team Leader

2 months ago


London, Greater London, United Kingdom LightSpeed Broadband Full time

About the Role

We are seeking an experienced Team Leader to join our Customer Experience team at LightSpeed Broadband. As a Team Leader, you will be responsible for managing a team of Customer Care representatives, ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • Manage a team of Customer Care representatives, providing guidance and support to ensure excellent customer service.
  • Develop and implement processes to improve customer satisfaction and reduce complaints.
  • Work closely with the Customer Experience team to identify opportunities for improvement and implement changes.
  • Collaborate with other teams, such as Sales and Marketing, to ensure seamless customer journeys.
  • Monitor and analyze customer feedback, identifying trends and areas for improvement.
  • Develop and maintain relationships with customers, ensuring that their needs are met and exceeded.
  • Provide coaching and training to team members to ensure they have the skills and knowledge needed to provide excellent customer service.
  • Manage customer complaints and issues, resolving them in a timely and professional manner.
  • Develop and implement quality control processes to ensure that customer service standards are met.
  • Collaborate with the Operations team to ensure that customer service processes are aligned with business objectives.

Requirements

  • Proven experience in a customer-facing role, with a focus on customer service and support.
  • Strong leadership and management skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Ability to analyze data and identify trends, with a focus on improving customer satisfaction and reducing complaints.
  • Knowledge of customer service processes and procedures, with the ability to develop and implement improvements.
  • Ability to work in a fast-paced environment, with a focus on meeting customer needs and exceeding expectations.
  • Strong problem-solving skills, with the ability to resolve customer complaints and issues in a timely and professional manner.
  • Knowledge of customer relationship management (CRM) systems, with the ability to use data to inform customer service decisions.

What We Offer

  • Competitive salary and benefits package.
  • Opportunities for career growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.
  • Professional development opportunities, including training and coaching.