Customer Support Team Leader

About Wessex Internet

Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to over 10,000 homes in the New Forest with connections set for early 2024.

Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for.

As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision.

The Role

Wessex Internet are looking for an experienced Customer Service Team Leader to oversee the day to day running of the Customer Service Team. Based in our Blandford office and reporting to the Head of Customer Operations you will be responsible for overseeing the team of Customer Support Advisor, providing coaching & mentoring to them. You will also play an integral part in our customers experience ensuring that we increase customer satisfaction, loyalty and retention while meeting their standards.

Due to the nature of the role, we are looking for someone to be onsite at all times. You will also need to cover some Saturday working/ be on-call.

Responsibilities

• Manage, mentor and develop Customer Support Advisors in delivering an outstanding customer experience and nurture an environment where they can excel through encouragement and empowerment
• Monitor KPI's and compliance through our call monitoring process, with a keen eye on quality
• Support and promote continuous improvement within your team

• Improve customer service experience, create engaged customers and facilitate organic growth
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Take ownership of customers issues and follow problems through to resolution
• Maintain an orderly workflow according to priorities

Requirements

• Proven work experience as Customer Service Team Leader or similar role
• Experience in providing customer service support
• Some Saturday working On-Call
• Excellent knowledge of management methods and techniques
• Excellent communication skills
• Strong client-facing and communication skills
• Ability to think strategically and to lead
• Outstanding organisational skills
• Advanced troubleshooting and multi-tasking skills

Benefits

• 25 days of annual leave
• The option to buy or sell an additional 5 days holiday
• Enhanced Family Pay
• Private Medical Insurance
• Life Assurance
• Income Protection
• Cycle to Work Scheme
• Tech Scheme
• Opportunities to progress your career - we’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
• Regular social events
• 75% discount to Wessex Internet package

Salary: £28,000 - £32,000

Hours: 40 hours per week, Monday - Friday with some Saturday working

Location: Office Based, Nr Blandford Forum, Dorset?

Holiday: 25 days plus bank holidays?