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Customer Experience Director
2 months ago
Role: Partner Support Team Leader (Virtual Office Team)
Location: Remote
Competitive Salary: £30,000 per annum
Fantastic Hours: Monday - Friday 9:00 - 17:30
Job Summary: We are seeking an experienced Partner Support Team Leader to lead a team of Partner Support Advisors, providing exceptional service to Onecom Partners' Partners. The successful candidate will be responsible for supporting the provision and repair of supplied products and services within the portfolio.
Key Responsibilities:
- Lead a team of Partner Support Advisors, providing guidance and support to ensure exceptional customer service.
- Manage service delivery, repair, requests for information, and queries from Partners.
- Work with suppliers, service teams, and supplier service and account managers to resolve issues and improve service delivery.
- Assist in recruitment and training of Partner Support Advisors.
- Perform line management duties, including developing and motivating the Partner Support Advisors.
- Work with the Partner Operations Manager to develop and implement team strategies and objectives.
- Provide feedback on performance, business improvement, and management information.
- Advise on the implementation of new processes and procedures within the team.
- Identify and implement solutions to progress the department.
- Point of escalation for customer contact.
- Assist with internal projects.
- Complete performance appraisals and monthly 1-2-1's with direct reports.
Requirements:
- Experience working within a customer service environment.
- Experience working with telecoms, data, and technology.
- Strong people management skills.
- Ability to mentor and train new team members.
- Well-organized and methodical.
- Strong problem-solving skills and analytical approach to issues.
What We Offer:
- Agile working: enabling our people to work where they work best.
- Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year.
- Birthday Break: day off for your birthday, during your birthday month.
- MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks.
- Electric Car Scheme: purchase a brand-new electric car through our EV Scheme.
- Wellbeing: discounted gym membership, free access to guided meditation and sleep stories, subsidised Fitbit, Cycle to work scheme, free breakfast & fresh fruit in our offices, eye-care vouchers, financial wellbeing support.
- Pension: we offer 9% combined pension contribution.
- Lifestyle: 4 x salary life assurance, employee assistance programme, 24/7 access to mental health support.
- Parental Leave: enhanced parental leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption.
- Rewards: quarterly employee reward programme and annual awards.
- Discounts: discounts on tech.
- Referral Incentive: you'll receive a bonus for each successful friend or family member you refer.
- Socials: work hard and play hard with our all-expenses paid company events and parties.
- Foundation: paid time off to support your chosen charity initiatives and events for our charity partners.
- Academy: limitless professional development with access to our in-house training academy.
