Head Of Customer Service

Location: Remote with occasional travel within the UK required 

 

 

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Company overview

Founded in 2020 by a team of like-minded, and experienced telecoms fanatics, we have one vision; to develop the fastest and most reliable fibre network in the UK! 

This is an incredibly exciting time at Connect Fibre. We’re growing fast. And we’re looking for people with passion, fresh ideas, and drive to join us on our journey.

At Connect Fibre, your voice will shape how we evolve as a company and play a pivotal role in our mission to transform UK towns and villages with full-fibre broadband.

 

The Role

Reporting to the Chief Customer Officer, we are looking for an inspirational,
customer-obsessed, senior service leader to take ownership of the customer service
function and lead a willing and capable team through an exciting period of change,
opportunity, and growth. 

We truly aim to provide support for our customers that is unparalleled, so that they
become our advocates in the communities that we serve.

This is a senior leadership position in a high-growth entrepreneurial environment. 



Key Accountability & Responsibility

  • Defining and delivering a customer service and experience strategy to drive customer advocacy, reduce churn, and increase the take-up of our services.
  • Identify and prioritise opportunities to improve customer engagement and experience across all touchpoints.
  • Optimising the customer journey across all channels, including online and offline
  • Leading and inspiring a diverse team, maintaining standards and driving a genuine desire to deliver a faster, fairer, flawless level of service.
  • Management of a complex technical support and service desk platform
  • Creating and maintaining customer success playbooks and best practices to enable the team to scale effectively.
  • Collaborating with marketing, sales, network, and operations teams to ensure that customer experience initiatives are aligned with business goals and objectives.
  • Monitor and analyse customer satisfaction metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) to identify areas for improvement.

Knowledge & Skills

  • Customer service experience gained preferably in a broadband, technology, fintech, or E-commerce environment.
  • Comfortable working within a heavily automated Hubspot service desk supporting multiple support channels – phone, chat, SMS, WhatsApp, social media etc.
  • Preferably experience working in a start-up environment and growing rapidly a new high-performance team.
  • Hands-on and still able to get in the trenches with the troops when needed.
  • Telecoms or internet experience is useful, but relevant experience from other growth sectors is also highly valued.
  • A "customer first" focused attitude delivering exceptional customer service with every contact.
  • Able to develop innovative ways to improve service delivery to our customers, to drive higher satisfaction and faster ticket resolution.
  • Able to work closely with network, marketing, sales, and operations peers and teams to ensure that Customers are put first at all times.
  • Analytical and data-driven, with the ability to define and track key metrics and use data to inform decision-making.
  • High level of creativity and energy, with the ability to inspire, engage, influence, and learn fast.
  • Strong attention to detail and a natural problem solver.
  • Outgoing personality and proactive attitude towards your work.

The Rewards

  • Competitive base salary.
  • 25 days holiday plus bank holidays. 
  • Company pension contribution.
  • Continuous development and long-term prospects.
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