6th Floor, 33 Holborn, London, EC1N 2HT     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

Head of Customer Support & Installations (Customer Engagement)

Reporting into the Chief Marketing Office.

 
The role is a will be focused on the two key customer engagement points, customer fibre broadband Installations and the ongoing Customer Care:  The Head of ‘Customer Engagement’ will have ownership the Installations process and the Customer Care operation.  They will be responsible for scoping, building, deploying and ongoing operation of both functional areas.  They will monitor the initial performance of both functional areas and develop the key KPIs.

Role Summary:

  • Responsible for ensuring that Customer Installations are performed to the highest standards, on time in full with zero errors and that customers are delighted with their first interaction with Swish Fibre.

  • Build a customer support organisation that engages and communicates courteously with all customers through all channels (telephone, email, letter and face-to-face) focusing on solving customers concerns quickly and efficiently making Swish Fibre a brand that they love.

  • Provide ‘world class’ ongoing Support both in the home and on-line using your organisation's resources.

Pre-live Network

  • Determine the mix of internal and external installation resources and lead the selection process for any Installation contractors.

  • Set and monitor the ongoing installation SLAs.

  • Build a Customer Support team using a mixture of internal and external resources, putting place the people and systems to support customers when the Swish network goes live.  

 

Live Network

  • The overarching owner of all customer issues until they are solved with in Swish Fibre.

  • Promptly and with empathy, investigate problems, that have been received by the customer service assistants and escalate to other departments as necessary.

  • Personally, handle customer complaints or any major incidents, such as service outages in a prompt and effective manner.

  • Ensure that consumer obligations with regards to issuing refunds or compensation to customers are met.

  • Keep accurate records of discussions or correspondence with customers on the appropriate systems for auditing purposes.

  • Analysing statistics or other data to determine the level of customer satisfaction

  • Develop feedback or complaints procedures for customers to use

  • Continually improve customer service procedures, policies and standards.

  • Lead the recruitment of staff and ensure that all appraisals are done promptly

  • Oversee the training staff to deliver customer service that aligns to Swish Fibre’s value of outstanding customer care.

  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Key Experience:

Ideally, over 5 years’ experience working as either a Head of a Service Department or similar reporting to either a C-level manager.  Candidates whose next step would be to lead a Department will also be considered.

 

  • Proven experience in the delivery of high-quality service in either the Retail or Utility sector.

  • Sector service experience desirable (Utilities: Water, Gas, Electricity, Telecoms, etc)

  • KPI contract management

  • Third party (Outsourced) procurement experience preferred

  • Management information systems and key analytics (KPIs) knowledge

  • Competent with Office 365, PowerPoint and Excel. 

  • Customer Care CRM systems experience desirable.

Professional Skills and Background:

  • Ideally educated to degree level or equivalent

  • Driving licence essential.

Application for Head of Customer Engagement 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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