Customer Care Manager

Reporting to the Head of Customer Engagement the role will be responsible for all aspects of Customer Care for Swish Fibre, including:

 

  • Technical Support for our own network and services offered through partners

  • Installation queries

  • Billing Queries

  • Contract Changes (Upgrades / Downgrades / Ceases)

  • General Enquiries

  • Complaints

The team will be supporting residential and business customers during core office and extended hours. This will be achieved using a blend of onshore in-house and nearshore outsourced teams.

 

Our strategy is to deliver our services with highly automated processes and to use state of the art support technologies, enabling us to deliver support that reaches beyond the router into our customers homes. Support will be multi channel (Telephone, Webchat, Portal, Email & Social Media)

 

The customer care team sits alongside the installations team, allowing Swish Fibre to deliver seamless customer care remotely and onsite when required. The post holder will have a close working relationship with the Installations Manager.

 

Working closely with the Head of Customer Engagement, the post holder will be responsible for scoping, building, deploying and ongoing operation of the customer care team. As the business and service offerings grow they will develop both the capacity and capability of the team to deliver profitable and industry leading levels of customer care and technical support.

Responsible for:

Customer Service Delivery

  • Establish the processes, tools and knowledge to deliver industry leading multi-channel customer care and technical support.

  • Recruit a high quality team with an appropriate on-shore / near-shore mix

  • Forecast and scale the team so that capacity is ready as the business needs it.

  • Ensure consistent quality is delivered through a combination of quality standards, training, coaching and monitoring.

  • Monitor and deliver SLAs ensuring they are met, maximizing first time resolution and minimizing escalation.

  • Coordinate the resolution of customer issues across the business

  • Manage third party suppliers, ensuring quality and service levels meet the needs of Swish Fibre and our customers.

  • Manage the introduction of new products and services into the customer care team

  • Ensure compliance with regulatory requirements

Process Improvement

  • Establish a culture of continuous improvement and work collaboratively to highlight improvement opportunities for our customers and the business.

  • Analyse the root causes of customer issues and drive resolution

  • Report performance against SLAs, KPIS and customer measures with volume and cause.

Management

  • Performance management, ongoing training and development of the team.

  • Drive a positive culture within the team, aligned with our values.

  • Own and manage the customer care budget

Essential Experience and Skills:

  • Experience managing a customer care team / technical suppport, ideally gained in a B2C technical service environment

  • Proven experience of managing multi-channel contact centre, including knowledge management and customer self service portals

  • Experience of best practice CRM and Case/ Ticket management. (Ideally with Salesforce)

  • Highly analytical, using data to drive insights and decisions

  • Drive for quality and attention to detail

  • Good problem solving skills

  • Effective at external and internal stakeholder management

  • Calm, measured and articulate

  • Excellent leadership and coaching skills 

Desirable Experience and Skills:

  • Experience of managing distributed / offshore / outsourced teams

  • Familiarity with FTTP and networking concepts.

  • ITIL Foundation Certificate

  • Financial Management

Application for Customer Care Manager  role.

We just need to capture some details below and a member of the Swish Recruitment Team will review your application and get back to you to discuss the next steps. 

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Email: enquiries@swishfibre.com     Tel: 0800 0489415

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Swish Fibre Ltd (Reg. No: 11486930) is a company registered in England and Wales       © 2020, Swish Fibre Ltd

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