Customer Care Team Leader Customer Care · Exeter

About Us:Cuckoo have been on quite a journey under Fern Trading Group, with our aim being simple – to be the best and most trusted ISP, working to disrupt the UK broadband market by prioritising service and customer experience. We have got off to a great start, having been voted the UK’s best broadband provider for customer service twice!This year our journey continues and in a big way – in February 2023 Fern Trading announced the consolidation of Cuckoo, Giganet, Jurassic Fibre, Swish Fibre, and AllPoints Fibre into a single Fibre To The Premises (FTTP) operating entity to accelerate full-fibre delivery in the UK. The unification of these businesses will enable us to combine resources, knowledge and expertise to hasten and grow full fibre network access across the UK.Now, by combining our regional operations, we are building a national ISP alongside a national wholesale network that can serve millions and achieve our new joint mission to be the UK’s most recommended way to connect.We're offering a salary rangeMore about this role:The Customer Care Team Leader will ensure that JFL is always responsive to our customers, understand their needs and where possible exceed their expectations. They will build positive relationships with both individual and business customers and support the CSM in developing the skills and capabilities of the team, onboarding new starters, developing departmental processes, and covering management responsibilities when the CSM is absent.Key duties and responsibilities will include, but are not limited to:· Ensuring customer contact is dealt with in line with the Customer Success Team KPI’s, such as answering telephone calls and emails within expected time constraints· Ensuring ownership of customer engagement, communication and complaints, from the first point of contact until resolution· Embodying the vision of JFL, as well as being an effective customer advocate within the company· Engaging in customer dialogue and actions which will inform and drive JFL’s best practices, and continue to meet evolving customer needs· Using omni channel communication to deal with customers and finding the best ways to meet and exceed their expectations across these platforms· Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency· Work closely with the Sales, Construction and Service Delivery Teams to ensure the smooth resolution of any on-site installation issues and rebook appointments where required· Own the training and ongoing development of team members, with support from the CSM· Onboarding of new team members, with support from the team and the CSM· Working closely with the CSM, review all departmental processes and identify areas which require refinement· Assist the CSM in testing and implementation of updates in our systems· Identify areas of improvement and training requirements within the team, and help agents to achieve this through regular coaching sessions· Attend meetings in place of the CSM when required· Escalations and Goodwill authorizations in CSM’s absence· You will be responsible for the recruitment of talented individuals into the customer care team.· Manage absence and performance management processes for the team in accordance with HR policies· Train and mentor new team members to ensure they have the skills and knowledge necessary to succeed in their roles· Provide guidance and support to team members to improve their performance, and address any issues or concernsLife inside the nest: 4x Life Assurance Income Protection Salary Sacrifice Pension 30 days holiday plus statutory bank holidays Enhanced Sick Leave Enhanced Family Leave Private Healthcare Private Dental Care Cycle 2 Work Scheme
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