fbpx

Customer Service Team Leader
(Mobile Support)

We are looking for a motivated Customer Service Team Leader, with a passion for technology to join our mobile support department and drive our purpose of making a difference to our customers with the use of technology. Reporting to the Operations & Technical Director, you will be leading and coaching our mobile support team of 2, and with a hands-on approach, drive the excellent customer experience. This year has been transformational for us at Redsquid as we have won the ‘Reseller of the Year’ award and achieved an NPS of 54. The successful candidate will take the lead on continuing to improve our service level for our mobile customers, and continuously improving our performance level to achieve and increase company SLA’s.

About the job

  • Borehamwood, Hertfordshire
  • Permanent, Full-time
  • Monday to Friday: 37.5 hours per week

Duties & Responsibilities

  • Monitoring agreed SLAs (enquiry answer speed, abandon call rates, quality of response, first contact resolution etc.), with a focus on continual improvements of performance
  • Answering and handling tickets
  • Ensuring that all advisers receive monthly KPI’s to improve their performance
  • Ensuring that positive performance is rewarded, and negative performance is corrected
  • Leading by example and acting as a beacon for best practice, ensuring we achieve and exceed internal SLA’s, to ensure the provision of consistent and measurable output
  • Mentoring/coaching the 2 team members, monitoring quality of work, delivering training, continually driving team performance and conducting 1-2-1’s and development plans
  • Possibly hiring for a 3rd team member
  • Producing reports and tracking KPIs
  • Continually seeking new ways to improve service delivery and processes, whilst ensuring an unrivalled experience and fantastic journey for colleagues and customers alike
  • Effective verbal and written communication skills
  • Strong stakeholder management and relationship building skills

Skills and Experience required as our Customer Service Team Leader

  • Preferable experienced from within the Telecoms industry
  • Previous leadership/supervisor experience
  • Previous experience of coaching and an understanding of the basic principles of coaching.
  • The confidence to handle customer escalations, manage objections and take ownership of issues until they achieve a positive outcome and are fully resolved
  • The confidence to handle customer escalations, manage objections and take ownership of issues until they achieve a positive outcome and are fully resolved
  • Proven experience of working in a contact centre or customer service environment with telephony service
  • Ability to lead and develop your team to success through effective coaching and performance management
  • Ability to identify challenges/problems and provide solutions for the benefit of the customer, and the team
  • IT skills including MS Office suite

Benefits

We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.  
Read more about our employee commitment on our careers page, and find some of our benefits here: 

  • 22 days annual leave entitlement (Increase on years’ service up to 29)
  • Additional day off for your Birthday
  • Private Health Insurance with discounted perks;
  • Bupa Dental Plan
  • Eye care contribution
  • Pension scheme
  • Staff Incentives and recognition
  • Buy/Sell back holiday scheme
  • Paid Study Days

Apply now for success

Customer Service Team Leader

redsquid-solutions-wheell

do you want to join the Redsquid team as our Customer Service Team Leader?

At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs. 

Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!

Want to know more about us?

Read the story of how it all began..

Redsquid.