Customer Service Team Leader

Customer Service 1 · Newcastle , Newcastle upon Tyne
Department Customer Service 1
Employment Type Full-Time
Minimum Experience Experienced

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name.  We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

  • We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.
  • We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.
  • We have deployed our 100% full fibre network to over 500,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

The aim of this role is to provide a best in class customer experience for our residential and business customers and to drive continuous improvement in the team. You will lead our Customer Services Agents who directly engage with our customers.

You will have prior call centre experience and know what it takes to keep up team motivation and morale even during the busiest of times, whilst ensuring the best possible customer experience.

Our teams are already doing a wonderful job in breaking the mould from the telecom industry’s notoriously poor customer service and we welcome an individual brimming with new ideas and enthusiasm to drive continuous improvement.

What you’ll be doing:

  • Ensure the Customer Service representatives are meeting and exceeding their daily KPIs and objectives
  • Dealing with customer escalations/complaints
  • Hiring and training new starters to deliver high class Customer Service
  • Setting SMART goals for their team which comply with the company and team’s strategy
  • Regular call listening to ensure calls are being dealt with in a professional and efficient way
  • Perform appraisals, probation meetings and regular 121s with the team
  • Monitoring team time-keeping and behaviour
  • Provide ad-hoc phone support in very busy periods
  • Rallying the team during difficult periods and keeping them engaged in quieter ones
  • Rota planning and organising cover for team sickness/holiday
  • Being the voice of the customer in the business and driving forward our Customer First company vision

The experience we’re looking for you to bring:

  • Experience in Contact Centre environment
  • At least two years experience as a Team Leader or equivalent 
  • Passion for customers
  • Organizational skills
  • Experience managing Rota/Shift
  • Be open, honest, and transparent
  • Excellent attention to detail
  • Love learning and developing new skills

Why join us:

  • You get to work with some of the best technology in the market
  • Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution
  • We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
  • Birthday leave, our treat to you
  • Keen cyclist, join our cycle to work scheme
  • Flexible WFH policy
  • Enjoy the perks of Vitality health
  • You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page:

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Thank You

Your application was submitted successfully.

  • Location
    Newcastle , Newcastle upon Tyne
  • Department
    Customer Service 1
  • Employment Type
  • Minimum Experience