Company Description Join the UK's leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working. We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition – so there's always an exciting new opportunity to support UK businesses on the horizon. Job Description Salary: Up to £27,000 Location: Nelson (5 days office based) Working Hours: Monday - Friday - 8:30/9:00 - 17:00/17:30 This is a key role within the Customer Service Department with direct responsibility for a Customer Service Team supporting SMB Customers across all products and solutions. The Team Manager will lead a team focused on providing excellent Customer Service, ensuring that SLA's and performance based KPI's are achieved as well as being responsible for handling customer escalations in line with our internal complaints procedure. You will be responsible for maintaining Quality Assurance standard in line with the SMB Quality Framework. Undertaking performance reviews, supervisory meetings and team meetings ensuring appropriate delegation of responsibilities and empowerment. Build and manage relationships with key internal stakeholders ensuring a co-operative and supportive working environment. Actively engage and professionally represent Daisy Communications and the Customer Service team with key Customers. Ensure adherence to best practice disciplines in the delivery of service. Install a can do attitude to upsell/cross sell Daisy products to existing customers. Ensure appropriate procedures and controls are put in place and maintained to ensure consistent quality services are delivered. Ensure that the operations under your management and control sustain the appropriate level of Quality Assurance standards. Direct team management for 15 Customer Service Executives ensuring their performance against the role and job description to which they are aligned. Overall management of the SMB Customer Service team with the primary objective to deliver end-to-end customer service to the Small Business Customer base through verbal, written and online communication channels. Ensure the teams performance on accurate and timely processing of customer queries in line with company SLA's – CSAT, VOC, Call PCA, Quality, Open WIP Cases, Repeat Callers, Trustpilot. Management of team and individual performance management to ensure key performance indicators to meet the needs of the business and customer are met. Promote excellent customer service and interpersonal skills that support the growth of effective working relationships with Corporate Customers and internal supporting departments. Strong skills of articulation and the ability to transcribe, ensuring effective communication through email, system and portal updates. Work closely with internal teams and departments to support commercial activity, including the transition of customers and new services into the team. Build relationships with third parties, partners and suppliers ensuring documented processes are followed accurately and well aligned to internal processes. Take ownership of escalations ensuring appropriate actions are taken to resolve issues and concerns within a timely manner. Operate within the required guidelines, framework and legislations around Public Sector Network customers and accounts. Show ownership for any and all matters raised through the Customer Service channels ensuring they are handled, owned and where necessary processes and controls are raised to ensure service improvement. Qualifications Essential: Management within a Customer Service team or Service Desk environment. Strong leadership and decision making skills. Ability to provide effective Feedback and Coaching. Confidence in ability to work under pressure. Ability to work collaboratively building and maintaining relationships internally and externally. Excellent verbal and written communication skills. Strong self-belief in team leadership and ability to deliver and instil culture, visions and values. Good understanding of standard systems including Microsoft Outlook, Word, Excel and PowerPoint. Desirable: Experience in delivering process improvement or identifying knowledge gaps. Experience of managing KPI's and personal development plans. Previously worked within a B2B environment. Key Competencies: Performance/Service/KPI Management. Communication. Team Leadership. Ownership. Performance Management. Additional Information What are the benefits of working at Daisy? Our ethos is simple: the more you put in the more you get out. We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023. Here are some of the benefits that we offer: 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days! Holiday purchase scheme. £500 referral scheme bonus. Professional development to help you achieve your personal goals. Eye care vouchers available and discounted Medicash membership. Sim deals for you and your family/friends. Access to discounts and savings at more than 1,200 retailers. An additional day off on your birthday or if you're getting married. #LI-Onsite #J-18808-Ljbffr
