About us We are a UK based pioneering full fibre provider dedicated to delivering high-speed broadband connectivity to homes and businesses in the UK.
With a network reaching over 700,000 homes, we are one of the UK's most rapidly expanding Altnets.
Our founders built Vumatel, South Africa's largest FTTP network, and have brought these learnings to the UK and we are now one of the fastest growing Altnets in the UK.
At our core, we value the unique contributions of our team members, fostering an environment where every voice is heard and empowered.
We pride ourselves on our high engagement scores and our commitment to innovation in a dynamic industry.
If you're customer obsessed, driven to deliver results, thrive in fast-paced environment and are passionate about providing an excellent customer experiences through leading, motivating and coaching a team of Customer Excellence agents, then this could be the job for you!
This role is based in South Africa About the Role The purpose of this role is to create and maintain the best customer experience for all customers that get in touch with our Customer Excellence team.
You will guide and advise your team to resolve customer issues with a truly customer centric lens focusing on "doing what we say we will and when we will do it" and putting the customer at the "heart of everything we do" This includes Championing the customer cause throughout brsk Coaching and managing a team of Customer Excellence Agents to deliver the best customer experience consistently to all our customers.
Offering customers a 24/7, 365 days customer service experience based on a monthly roster Adhering to company Service Level Agreements Managing fault reporting and resolution across all channels – call centre, email, social media, walk-in's etc.
Operating a First Contact Resolution approach to all customer enquiries Contributing to the end-to-end customer experience process Confidently and respectfully challenge colleagues to improve customer experience.
Carrying out productive monthly 1-2-1 with team members Coaching team members to get the best from them.
Consistently driving effectiveness and efficiencies with in the team Measuring team members against a set of agreed KPIs About you We are looking for a passionate and experienced Customer Excellence Team Leader.
You will have experience at both an agent and second tier/team leader level via contact centre or face to face interactions.
You will have experience of technical service interactions as well as Social Media Customer Interaction.
Your strong team leader skills will including coaching and mentoring a team of agents to are motivated and customer obsessed and able to deliver an excellent customer experience for each and every customer that contacts us via any channel.
This is a fast paced role and we are looking for someone who has strong team working skills, the ability to schedule and accomplish desired results in an effective and timely manner.
Further to this, you will have the ability to listen and communicate effectively at all levels and have amazing verbal and written communication skills to deliver the best customer experience at every touch point and via your team.
You will have a experience of using a ticketing systems as well as experience using QuickBase, HubSpot and Google Suite (Gmail, Google Drive, Google Docs, Google Sheets etc.)
Other You will need your own reliable laptop and a strong internet connection with loadshedding backup, as this is primarily a work from home position (you will be paid a monthly working from home allowance as well as a connectivity allowance).
Although this is a remote role we would like you to meet with the other members of the CX team as well as deliver face to face training with your team, therefore you need to be based in or around Johannesburg.