Customer Service Manager Job Summary

Upp Corporation Ltd, is currently hiring on a vacant job post of Customer Service Manager based in Peterborough. Please read the job detail carefully before applying.

Job Title: Customer Service Manager Job
Company Name: Upp Corporation Ltd
Job Type: Full Time
Job Location: Peterborough
Salary:
Job Link Expiry: 2023-04-04
Posted on: jobsintelecom.net

Customer Service Manager Job Detail

Vacancy Name
Customer Service Manager

Vacancy No
VN059

Employment Type
Full-Time

Location City
Peterborough

About Upp
We’re Upp, and we’re building a world class, full-fibre broadband network to serve residential customers and businesses across the East of England and beyond.

We’re a start-up, but our leadership team is brimming with experience from some of the UK’s leading telecommunications companies. Although we’ve only been up and running a short amount of time, our growth trajectory is ambitious, bold and exciting.

Exciting times lie ahead for employees and customers alike as we ramp up our rollout across more towns in Lincolnshire and Norfolk and we start delivering next level broadband to the communities that need it most.

We know we need an amazing team to help us achieve our ambitious goals so we are committed to being a great place to work. By joining us at this early stage the opportunities for progression, growth and career development are great. The potential here at Upp is huge.

We believe that Positivity is a magic ingredient. We assume positive intent, we enjoy our work and we have fun together. And we also believe in Winning together – we thrive on teamwork and win or lose, we keep learning.

Does this sound like the kind of place you want to work? If so keep reading….

About the role
The purpose of the role is to lead and develop a Customer Technical Support function with a strong focus on Customer Experience delivery. Lead on designing processes, policies, procedures along with mapping customer journeys through the Telephony, Live Chat, Emails channels and shaping our systems and tools to deliver a seamless and effortless experience to our customers.

The Customer Service manager will also recruit and build a distributed customer experience team in line with our growth plans. You will be at the heart of developing our customer service function from ground up. This is a great opportunity to be part of an organisation who thrives on delivering a world class service to our customers through simple intelligent processes and technologies.

Key success criteria is to build our customer service department from ground up, looking across all the customer touch points from installation, customer activation, in life customer account queries through to Billing. and Payment processing.

So what does the role look like day-to-day?
Key responsibilities include…

• End to end ownership of the customer service experience

• Develop processes, policies, and standards to enable effective and efficient handling of customer queries and service-related faults.

• Responsible for mapping each of the key Customer Journey touch points along with defining measures and developing reporting against SLAs, KPIs, NPS performance measures.

• Identify and implement ways to improve service delivery to Upp customers

• In line with Business forecast to be able to recruit and develop an empowered, resilient, and passionate Customer Experience team capable of delivering an exceptional experience to our customers.

• Inspire, coach, and develop the team by carrying out quality monitoring, regular 121’s and implementing personal development plans

• Responsible for first line of escalation for customer queries along with driving resolution and keeping customers informed throughout.

• Day to day management of Customer service team covering a wide range of customer service queries, including customer installation, first line technical support, account and billing queries.

• Ensure complaints are satisfactorily concluded, working with the Customer Experience team and stakeholders to analyse and implement continuous improvement

Key Requirements

• Recruiting, developing, and leading a multi-disciplined Customer Experience team in a technical/Service desk-based environment

• Experience of creating and delivering compelling customer experience initiatives and strategies

• Ability to create processes, policies and procedures to support all types of customers queries

• Strong knowledge and experience of managing customer experience platforms such ticketing tools, telephony (IVR), Live chat and CRM systems

• Ability to develop processes to deliver a 1st contact resolution and timely triage of faults, ensuring customers informed through to resolution

• Ability to coordinate resolution of actions and faults across all teams / functions

• Ability to create and execute business continuity processes enabling the teams to operate in the event of major incidents

• Ability to create communication and notifications to enable effective customer communications in the event of major incidents and planned maintenance

• Strong relationship building skills with a proactive approach to collaboration

• Ability to liaise and deal with stakeholders at all levels both internal and external

• Exceptional verbal and written communication skills

• To have disciplined relentless approach to problem solving

• To be able to manage all types of customer queries along with being able to respond to legal and regulatory related queries and requests e.g. from Ofcom and the Ombudsman

• To continually review and improve quality of customer communication verbal and written messages with the aim of experience and exceptional customer experience as the norm

• Ability to coach and mentor the customer services team, developing a high performing team

• Ability to develop and produce analytical weekly and monthly reporting along with service improvements to address deviations from SLA and KPI measures

• Ability to project manage and deliver service improvements

• Experience within a previous ISP desirable.

Qualifications & Accreditations:

• Experience with Salesforce

• ITIL awareness desirable

• Six Sigma awareness desirable

Applications Close Date
16 Jan

Benefits

• Up to 5% annual bonus

• 25 days annual leave, plus bank holidays

• Employee–Equity Plan

• Death in service 4x salary

• Health cash plan – including access to GP, dental, physio and wellbeing services

• Gym & retail discounts

• A competitive salary from £35,000pa

Salary
35,000.00 –

Job Type: Full-time

Salary: £35,000.00 per year

Direct Apply

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