At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband. We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.
So if you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you.
Cuckoo's customer's are the reason we do what we do! We exist to create smooth and stress free journey's, and offer the best support when it's needed. Our Customer Care team aim to provide an excellent customer experience, whilst showcasing Cuckoo's core values with every interaction.
The Customer Care Team Leader will ensure that Cuckoo is always responsive to our customers, understand their needs and where possible exceed their expectations. They will build positive relationships with both individual and business customers and support the Customer Service Manager in developing the skills and capabilities of the team, onboarding new starters, developing departmental processes, and covering management responsibilities when the CSM is absent.
This role is hybrid-remote, meaning you can work remotely from the comfort of your home, and from our modern, spacious and vibrant Exeter based office.
If you are looking for a people-centred career with progression, growth opportunities, and the chance to play your part as we change the face of Broadband, then keep reading to find out more...
- Ensure customer contact is dealt with in line with the Customer Success Team KPI’s
- Take ownership of customer engagement, communication and complaints, from the first point of contact until resolution
- Embody Cuckoo's vision and values and become a customer advocate within the company
- Engage in customer dialogue and actions to inform and drive Cuckoo's best practices, and continue to meet our evolving customer needs
- Deliver a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
- Work closely with the Sales, Construction and Service Delivery Teams to ensure the smooth resolution of any on-site installation issues and rebook appointments where required
- Onboard new team member, take ownership of the training and ongoing development of existing team members, (with support from the Customer Service Manager)
- Working closely with the CSM, review all departmental processes and identify areas which require refinement
- Identify areas of improvement and training requirements within the team, and help agents to achieve this through regular coaching sessions
- Escalations and Goodwill authorisations in CSM’s absence
- Play a key role in the recruitment of talented individuals into the customer care team.
- Manage absence and performance management processes for the team in accordance with HR policies
- Train and mentor new team members to ensure they have the skills and knowledge necessary to succeed in their roles
- Provide guidance and support to team members to improve their performance, and address any issues or concerns
- Previous experience of working in a people management role
- A customer-centric approach in all interactions
- Previous Contact Centre management experience
- A passion for working with like-minded people
- The ability to mutli-task and manage priorities
- A great level of attention to detail
- Excellent written and verbal communication skills
- The desire to do things a little bit differently
- Have experience working within a customer care team (bonus points if you have experience in a telecoms environment!)
- Have experience working within a fast paced start-up or scale up environment
- Annual salary of £29,000
- 4x Life Assurance
- Income Protection
- Salary Sacrifice Pension
- 30 days holiday plus statutory bank holidays
- Enhanced Sick Leave
- Enhanced Family Leave
- Private Healthcare
- Private Dental Care
- Cycle 2 Work Scheme
- Health Cash Plan
- Shopping Discounts
- Discounted Breakdown Cover
Can you see yourself working with us? Apply now!
We want all candidates to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure our assessment process works for you!
