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Customer Experience Team Manager

Job Title: Customer Experience Team Manager
Location: Hull
Contract Type: Permanent
Sector: Telecommunications
Salary: £30,000 - £33,000

A key role in the transformation of the way we deliver technical service operations for all our customers. Working with the Customer Experience Managers to ensure that the front line teams provide an exceptional customer service and deliver our customer service commitment.

Ensure that the front line teams have the skills, capability, support and capacity to deliver a great service. People Managers will help to design and articulate the ways of working and cultural aspirations of the CSOC and ensure that these are maintained. People Managers will work with the team and leadership to develop career pathways.

•Contribute to the design and delivery of the CSOC transformation with particular input into the design of front line team ways of working, development, behaviours and deliverables
•Responsible for the leadership and development of front line teams, ensuring they have the skills required to lead a multi- skilled team to deliver against productivity targets and maintain a high levels of customer service
•Working with CSOC leadership and HR to develop career pathways for CSOC
•Ensure the ongoing training and development of the team, in order to meet business demand, customer experience SLAs and employee engagement
•Lead, inspire, motivate and develop a team, maximising both individual and team performance through regular coaching, feedback, and performance management
•Along with other members of the operational leadership team, assume management of the full floor at times, dealing with escalations, and real time contact management to deliver service levels and targets for the full consumer operation
•Drive performance management across your team, constantly raising the bar in terms of delivering an exceptional customer experience, ensuring that every customer interaction is handled to the same consistent high standard no matter what the issue
•Handle any escalations, taking personal responsibility to see them through to resolution in order to promote customer loyalty and retention
•Identify and anticipate issues, resolving recurring issues, preventing others from arising, making sure we work in the spirit of continuous improvement

Fuel Recruitment acts as both an Employment Business and an Employment Agency.

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