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Team Leader

2 months ago

Peterborough, Peterborough, United Kingdom LightSpeed Broadband Full time
Job Title: Team Leader

At LightSpeed Broadband, we're seeking an experienced Team Leader to join our Customer Experience team. As a key member of our team, you'll be responsible for managing the Customer Care teams, ensuring seamless support for our residential and business customers throughout their onboarding journey and ongoing In Life experiences.

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.
  • Coordinate team activities to ensure cover for all expected scenarios, provide support and advice to team members.
  • Work collaboratively with other Team Leaders and Management to identify opportunities for process enhancements, performance, and organizational efficiency.
  • Develop, implement, and train on improvements while promoting best practices.
  • Handle escalated customer contacts, working cross-functionally to ensure thorough investigation and adherence to SLAs and regulations.
  • Ensure compliance with LightSpeed brand values and tone-of-voice.
  • On-site presence and on-call responsibilities for the In Life team, serving customers as needed.
  • Deputise for other Team Leaders as required.
  • Collate and maintain data for effective reporting on output and performance, ensuring operating procedures are documented and maintained.

Requirements:

  • Proven experience leading and managing teams in a Customer Support environment.
  • Experience developing KPIs and SLAs within a Contact Centre environment and ensuring they're appropriately measured.
  • Industry experience and knowledge, with a focus on supporting customers' in-home experiences and Wi-Fi diagnostics.
  • Proven experience taking responsibility within Customer Support teams.
  • Knowledge of managing CRM systems preferred.
  • Strong analytical and goal-oriented mindset.
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities and customer-centric mindset.
  • Ability to manage and prioritize a busy workload.
  • Demonstrated ability to collaborate effectively.
  • Familiarity with the broadband/telecoms industry preferred but not essential.

What We Offer:

  • Competitive Holiday Allowance + Bank Holidays
  • Medical Health Insurance
  • Death in Service Cover of 4 x Salary
  • Pension
  • Bonus Scheme
  • Social Events
  • EAP System
  • Opportunities for Growth & Development
  • Free LightSpeed Broadband – If you're in our area
  • Cycle to Work Scheme
  • Flexible Working
  • Employee Discounts
  • Gym Membership
  • Health & Wellbeing
  • Birthday Day Off