An experienced Customer Service Team Leader with proven experience in leading and managing teams is needed to join our team at Telet, a leading UK Mobile Network Operator based in Bath, on a full-time basis.
We are a full mobile operator member of the GSMA, focusing on improving mobile coverage with private networks for communities. Everywhere needs coverage, but it's not easy to do. We are developing new technologies that we find exciting in themselves, but that also bring new value to connected places and communities.
We need someone who will be accountable for all customer service activities, including connecting our customers to our service. This involves hiring, continuous improvement, training, and supervising our Service Connections Agents to ensure our customers receive exceptional service.
This is an excellent opportunity to progress your career with a rapidly growing company!
About Us
Telet is transitioning from a research and development company into a full commercial build. Our objective is to bring Private 5G Networks to market in Holiday Parks, such as caravans, motorhomes, static homes, camping, or similar high-usage communities.
About the Role
You must be keen to share your skills and knowledge, have a 'can-do' attitude and first-class customer service quality. Equally, being part of an amazing team means that you will get to develop your technical skills. You will be expected to be able to work from the Service Desk environment from the office in Bath.
Our Connected Service Desk will be open from 8 a.m. to 8 p.m. We have an 'early shift' and a 'late shift'. The early shift covers from 8 a.m. to 5 p.m., and the late shift is from 11 a.m. to 8 p.m.
Key Responsibilities:
- Line manage the Service Connections Team, including recruitment, development, training, time management, holidays etc
- Continually monitor and improve the Service provided to our customers, both in terms of advice given and procedure for capturing calls
- Be innovative in continuing to keep the team motivated and engaged and want to deliver the best service
- Handle complaints effectively by noticing patterns and common issues occurring, finding ways to keep costs to a minimum and reducing the number of customer calls
- Find new and clever ways of resolving issues before they become issues
- Be able to 'roll up your sleeves' and answer calls as a Service Connections Agent
- Consider the Service team stress levels and have regular team health checks, meetings and team building to keep morale high
Required Skills:
- Proven experience in leading and managing teams with excellent people management skills
- Show our customers how important they are to us through expert telephone manner and initiative with words
- Have the ability to upsell if required
- Be resilient to complaints and customers who are not relaxed because they are not online
- Excellent conflict resolution skills and adeptness in handling customer complaints
- Be able to converse with the technical engineering team to resolve more complex technical issues
- Have a basic understanding of mobile coverage
- Have an ability to self-motivate
Sounds interesting? Click the APPLY button to send your CV for immediate consideration.
Candidates with previous experience or job titles, including; Service Coordination Supervisor, Connection Services Manager, Service Operations Team Lead, Customer Service Supervisor, Client Services Team Leader, and Service Implementation Manager may also be considered for this role.