Contact Centre Team Leader
Edinburgh Hybrid
Who We Are
At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We’ve recently raised, and committed, a £164 million investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses by 2025. We have fantastic offices to allow colleagues to connect and catch up
What will you be working on
- Responsible for the management of the 1st Line Technical Team
- Managing the development plans for your team, including one-to-one meetings, performance review programmes and staff engagement.
- Support the monitoring of the wireless and fibre network systems through your team.
- Early incident identification is necessary to allocate engineers and achieve rapid resolution.
- Support the coordination of information flow during major incidents.
- Involved in the creation of training programmes for the upskilling of engineers into their functions.
- Responsible for ensuring there are sufficient engineers with the appropriate skills set available on each shift.
- Support the creation and consumption of departmental documentation for employee onboarding, development and procedures.
- It is expected that this role will take a lead in the formal implementation of the ITILv4 framework across the Technical Support function
What you will bring to the role
- Experience in leading, mentoring and co-ordinating an experienced customer service team
- Managing and developing the team to ensure they hit daily, weekly and monthly SLA’s and KPI’s
- Monitoring call stats and using data to improve processes, customer experience and retention
- Training and developing the team to ensure they are performing at their best
- Knowledge of leading a tech support team within a Broadband environment would be ideal
How we work
Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.
Sound like the kind of place you want to work? If so, read on…
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.
Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!
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