Customer Care Team Leader Customer Care · Exeter · Hybrid Remote

About Us:At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband.We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.More 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 authorisations 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 concerns Life inside the nest: We're offering a salary of up to £29,000! 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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