Customer Service Team Leader Job at Freedom Fibre (Keele)

Customer Service Team Leader

Freedom Fibre

Location:
United Kingdom , Keele

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Temp role for 6 months. Main purpose of job: You will be responsible for leading and developing the LilaConnect Customer & Technical Support Representatives, day-to-day operational activities and Service Levels. Create a great team environment, friendly and hard working. Able to monitor and report service performance and drive continuous improvement activities where issues are found with products, processes or systems.

Job Responsibility:

Lead and develop the LilaConnect Customer & Technical Support Representatives, day-to-day operational activities and Service Levels
Create a great team environment, friendly and hard working
Monitor and report service performance and drive continuous improvement activities where issues are found with products, processes or systems
Responsible for day-to-day operational activities and act as first point of call for support escalations which are impacting customers or agents including guidance and managing complaints
Monitor all customer satisfaction and support channels daily contacts (digital and voice) and ensure all customer support resources are managed to meet customer demand and monitor service level performance
Work closely with internal departments to ensure customer service processes and queries are managed with service levels, quality and compliance standards
Identify, escalate and resolve any customer issues (early life, in-life or when offboarding) and keep management informed on any in day/week/month trends
Drive continuous improvement of processes and business efficiencies, quality and customer experience
Lead the Customer Support Team by chairing team huddles, 1-2-1 performance development and support individual coaching and additional training for agents
Work within the relevant LilaConnect policies and compliance adherence e.g. Information Security, GDPR

Requirements:

Working within Telecoms, specifically Fibre related products
Customer Services Training/Experience
Team Management Experience
Working within a Service Support Environment
Using Service Desk applications
A graduate and/or post graduate qualification in a business-related subject is desirable
ITIL – Foundation
NVQ – Customer Service (Desirable)
People Manager / Leader
Using Service Desk applications e.g CRM, ASC, Confluence
Working within Telecoms or utility industry (Desirable)
Good communication, organisation and team working skills
Customer focused with a professional outward attitude
Be able to communicate effectively and professionally with internal and external suppliers both verbally and written
Time Management. The ability to manage time and prioritize tasks
High level of accuracy on manual data tasks and attention to detail
Can do attitude, focussed and ability to work independently in line with our service guarantee’s
Ability to document agent processes / knowledge material
Problem Solving and Continuous Improvement

Nice to have:

Working within Telecoms or utility industry
NVQ – Customer Service

What we offer:

25 days paid vacation
Extra day for your birthday
Flexible working hours
Hybrid working
Regular social & team events twice a year
Attractive benefits package
Equal Opportunity Employer
Relaxed and industrious atmosphere where you will be encouraged to speak out and contribute wherever you feel you have something to offer

Additional Information:

Job Posted:
March 03, 2026

Work Type:

Hybrid work

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