Customer Service Manager
About you:
Are you an ambitious individual with a remarkable ability to focus on and surpass targets?
With an excellent attention to detail, you ensure that no component of the service activation process is overlooked, contributing to flawless execution and outstanding service delivery. Your strong motivational skills empower you to lead teams effectively, fostering an environment where staff are encouraged to achieve their best. You thrive in dynamic settings that challenge your skills and allow you to demonstrate your capability in delivering best practice.
Additionally, you have a proven track record in leading a Help Desk team that's capable of answering 99% of calls, ensuring customer issues and complaints are dealt with effectively, and taking mitigation steps to prevent recurrence. Your dedication to providing excellent service to Trooli customers and resolving issues promptly makes you an asset to any team.
The Role:
You will have overall management for overseeing the delivery of broadband services to our new and existing customers. Manage the end-to-end process and seamless transition of service activation, responding efficiently to customer enquiries and provide a best-in-class customer experience.
- Accountable for high quality service activation and helpdesk functions and monitor and support the service delivery to customers, ensuring systems, methodologies and procedures are in place and followed.
- Ensure customer activations are scheduled and activated within the KPI deadlines ensuring service desks achievements and reliability issues are resolved in a timely manner.
- Proactively identify opportunities for improvement and transformation across Service Activation and Help Desk to maximise value and customer experience.
- Working closely with the wholesale customers to understand their business objectives, act as a trusted advisor, and manage the relationship between operations, service activations and the customer.
- Mutually beneficial outcomes, and mitigating potential conflict.
- Lead, manage and motive and guide a team to achieve high performance and drive to exceed targets. Identify development and training requirements
Skills and Experience
- Extensive experience in wholesale, B2B telecom services, infrastructure and management including client relationships
- A proven history of leading data driven, support focused teams, with diverse capabilities in a fast moving and challenging environment.
- Ability to lead and inspire internal and external teams, to assess and implement innovative technology delivery methodologies to drive continuous improvement
- Able to analyse diverse and complex sets of data with the aim of driving improvement and efficiency across internal and external delivery teams
- Excellent communications with teams, stakeholders, and customers.
- Expert knowledge in delivering high performing telecommunications service delivery, network infrastructure and fibre broadband.
Qualifications
- Educated to GCSE or equivalent, Math and English
- NVQ level in Customer Service (desirable)
- Bachelor’s degree telecommunications (desirable)
Why Trooli:
At Trooli, we are passionate about innovation and excellence. We offer a dynamic work environment where you can make a significant impact on our growth and services. You’ll be joining a forward thinking team that values collaboration and a can-do attitude. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.
At Trooli we work hard to create an inclusive, collaborative, and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to recruitment@trooli.com. We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
- Locations
- Kings Hill
- Employment type
- Full-time
Kings Hill
Benefits
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Company Pension
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Generous Life Assurance
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25 days holiday, plus Bank holiday
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Employee referral scheme
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Employee Discount
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Company sick pay after qualifying period
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Company maternity and paternity pay after qualifying period
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Free on site parking
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Warm and friendly working environment
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Brand new office and facilities
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Company laptop (role specific)
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Company vehicle (role specific)
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Cycle to work scheme
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5* Trustpilot review rewards
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Employee Assistance Programme
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On-going professional development and training
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Eyecare Vouchers
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Health & Safety related rewards
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Discounted Cinema Tickets
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Wellbeing Initiatives
Workplace & Culture
We’re passionate about growth
In two years we’ve passed 200,000 premises, grown from 10 to over 250 staff and become one of the most respected and exciting altnets in the industry – and that’s just the start.
We’re passionate about our people
At the heart of our culture is a belief that a company is more than politics and processes and our high staff retention rate is a sign that life at Trooli is that bit brighter than the norm. Our people are the heartbeat of our success and we’re committed to helping them grow alongside our network.
We’re passionate about our customers
Wouldn’t it be nice for a network to be independent of Openreach and fully able to focus on it’s customers? Well, welcome to Trooli and with our excellent Trustpilot rating it’s clear we’re doing something right.
About Trooli
Here at Trooli, we’re on a mission to banish buffering, vanish video call embarrassment and clear up those “up to” speed claims that give broadband a bad name.
How? By expanding our new, guaranteed, ultrafast, full fibre broadband speeds to as many communities as possible across Kent, East Sussex and beyond.
Like what you see? Here’s a few more reasons why you should get in touch…
- We’re passionate about growth
In two years we’ve passed 200,000 premises, grown from 10 to over 250 staff and become one of the most respected and exciting altnets in the industry – and that’s just the start.
- We’re passionate about our people
At the heart of our culture is a belief that a company is more than politics and processes and our high staff retention rate is a sign that life at Trooli is that bit brighter than the norm. Our people are the heartbeat of our success and we’re committed to helping them grow alongside our network.
- We’re passionate about our customers
Wouldn’t it be nice for a network to be independent of Openreach and fully able to focus on it’s customers? Well, welcome to Trooli and with our excellent Trustpilot rating it’s clear we’re doing something right.
Customer Service Manager
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