Customer Service Manager
Location: Berwick Upon Tweed
Working Pattern: Monday to Friday 0800 – 2000 and Saturday 0900 – 1700, on a rotational shift pattern
Salary: from £35,000 depending on experience
Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
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, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.
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
THE TEAM
The Customer Service Team is growing in line with our achievements and ambitions and play a pivotal role in our success story. We are looking for an experienced Customer Service Manager who will report to the Head of Customer Service.
WHAT YOU WILL BE WORKING ON
- Responsible for coaching and training Customer Service Advisors to improve KPIs including NPS & First Call Resolution
- Foster a high-performing team culture through regular feedback, training sessions, and performance reviews
- Provide guidance and support to advisors on complex customer interactions
- Help design and implement efficient internal processes to streamline customer interactions and improve resolution times
- Manage shift scheduling to ensure optimal team coverage during operating hours
- Handle and resolve complex customer queries across phone and email channels
- Escalate issues to the Head of Customer Service or relevant teams within GoFibre as necessary
- Oversee complaint management processes ensuring resolutions align with company policy and compensation guidelines
- Work collaboratively across other teams including Technical Support, Service Delivery and Sales to resolve escalated queries and improve cross-team handling and management
- Moniter, analyse, and report team and advisor performance metrics and trends across Customer Satisfaction, First Call Resolution and Ticket Resolution rates to ensure we’re handling queries efficiently and effectively
WHAT YOU WILL BRING TO THE ROLE
- Team management and development gained within a Customer Service environment ideally within Telecommunication or Utility companies
- Background in process design and improvement, that drives performance and efficiency for the customer
- Designing and rolling out impactful and engaging training that upskills the team
- Experience with using CRM tools, complaint management systems, or ticketing systems to track and resolve customer issues
- Problem-solving skills to address complex customer issues that may require innovative solutions
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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