Customer Service Supervisor

Pop Telecom is a renowned Telecommunications services provider. Our expertise has allowed us to continue our growth across the telecommunications, mobile and software industries for over 30 years.

We have an exciting opportunity for a Helpdesk Supervisor to join our facilities team at our newly opened office in Newmarket, Cambridge. This is a permanent full-time position working 40 hours per week from 9am to 6pm, Monday to Friday. Enjoy working at our new office based on the outskirts of Newmarket with our growing management team.

The role:

- Day to Day supervising of our call centre teams in other offices for all client related queries within the customer support, retentions support, billing support and technical support departments. This role includes agent management to ensure all agents are following our protocols and achieving their SLA’s and KPI’s.
- To provide an effective and professional helpdesk service in support of our clients and ensuring our client feedback remains at the exceptional level we have built it to over the last 15 years.
- Monitor call activity and produce call volume reports ensuring we have the right staffing levels to achieve our SLA’s
- Provide administrative support to the department including dealing with telephone, written and live chat enquiries.
- Preparation of reports and documents as required, maintaining confidentiality at all times.
- Working from 09:00 to 17:30, Monday to Friday

The person:

- Experience in a support environment in a similar role is essential
- Must have excellent customer service, communication and organisational skills together with a flexible approach to achieve constant growth
- Must have experience of leading and supervising a team and a good understanding of what is needed to maintain call centre’s
- Must be proficient in Microsoft platforms and have an excellent telephone manner
- Previous experience in telecommunications would be desirable but not essential but exceptional knowledge of the industry is essential
- Exceptional knowledge of technologies

Our excellent benefits package includes:
When onboarding in a senior role with our company you are offered 1 of our benefits packages

These benefits include;
- 2 paid sick / health days per year
- Free Gym membership at our local gym
- Additional holiday allowance

Who are we?

Pop Telecom Limited was established in 2009 and quickly became a large UK Supplier of telecommunications to the consumer and public sector.

Established by a team who have dominated the mobile phone and sim only sector for over 30 years, in 2009 they turned their hand to the broadband industry and quickly grew at an exceptional rate. Over the last few years the companies leadership has decided to expand further into other countries and now has 2 UK offices and another further afield.

What’s next?

At Pop Telecom we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people and customers. Diversity and inclusion is at the core of what we do, should you join Pop Telecom you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

**Job Types**: Full-time, Permanent

Pay: £14.00-£16.00 per hour

Expected hours: 35 - 40 per week

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus

**Experience**:

- Customer Service: 3 years (preferred)
- Supervising: 1 year (preferred)
- IT support: 1 year (preferred)

Work Location: Hybrid remote in Newmarket