Customer Service Team Leader

Temp role for 6 months

Main purpose of job:
You will be responsible for leading and developing the Lila Connect Customer & Technical Support Representatives, day-to-day operational activities and Service Levels. Create a great team environment, friendly and hardworking. Able to monitor and report service performance and drive continuous improvement activities where issues are found with products, processes or systems.

• Responsible for day-to-day operational activities and act as first point of call for support escalations impacting customers or agents including guidance and managing complaints.
• Monitor all customer satisfaction and support channels daily contacts (digital and voice) and ensure all customer support resources are managed to meet customer demand and monitor service level performance.
• Work closely with internal departments to ensure customer service processes and queries are managed with service levels, quality and compliance standards.
• Identify, elevate and resolve any customer issues (early life, in-life or when offboarding) and keep management informed on in day/week/month trends.
• Drive continuous improvement of processes and business efficiencies, quality and customer experience.
• Lead the Customer Support Team by chairing team huddles, 1‑2‑1 performance development and supporting individual coaching and additional training for agents.
• Work within the relevant Lila Connect policies and compliance adherence e.g. Information Security, GDPR.

• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Team Management Experience
• Working within a Service Support Environment
• Using Service Desk applications

• A graduate and/or post graduate qualification in a business‑related subject is desirable.
• ITIL – Foundation

• NVQ – Customer Service

• Customer Services Training/Experience
• People Manager / Leader
• Using Service Desk applications e.g. CRM, ASC, Confluence

• Working within Telecoms or utility industry

• Good communication, organisation and team working skills.
• Customer focused with a professional outward attitude.
• Be able to communicate effectively and professionally with internal and external suppliers both verbally and written.
• Time Management. The ability to manage time and prioritise tasks.
• High level of accuracy on manual data tasks and attention to detail.
• Can do attitude, focussed and ability to work independently in line with our service guarantee’s.
• Ability to document agent processes / knowledge material.
• Problem Solving and Continuous Improvement.