Are you passionate about delivering exceptional customer service?
Intercity Technology is looking for a Customer Service Team Leader to support our customer accounts. You will handle order management, account and tariff queries, triage and resolve customer device/tariff incidents, and conduct billing investigations. The Rotating shift pattern for this role is 8:30-4:30 or 9:30-5:30 Monday-Friday.
As a Customer Service Team Leader, you will be responsible for:
- Supervise and manage Service Team resources.
- Conduct reporting and trend analysis to identify issues and improvements.
- Support customers via various channels and develop relationships through daily support requests.
- Administer customer orders and resolve incidents.
- Investigate and resolve customer escalations.
- Driving great customer experience, reflected in our CSAT and NPS scores (current average CSAT of 9.8 and NPS of +87.1).
Key Skills and Experience:
- Experience within a customer care team or similar.
- Leadership skills.
- Experience in the mobile/telecoms industry.
- Ability to manage workload in a fast-paced environment.
- Experience handling escalations and managing objections.
Preferred:
- Experience in a call centre environment.
- Experience triaging support for mobile devices/network incidents.
- Experience resolving billing queries/incidents.
What We Can Offer You:
- 33 days holiday, plus a day off for your birthday off (inclusive of bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days
- Annual pay reviews
- Holiday buy scheme
- All-company bonus scheme
- Death in service cover
- Employee assistance programme
- Company pension
If you feel you have the skills and experience to become our new Customer Service Team Leader, then please click ‘apply for this job’ today.