Customer & Network Support Lead - Flexible Hours & Excellence

Last Mile Group; Glasgow; On-site; GBP 37,000 - 48,000; Full time

Benefits offered by this job

25 days holiday

Discretionary bonus

EV and ULEV salary sacrifice

Cycle to work salary sacrifice

Employer pension contribution 7%

Life assurance (x4 annual basic salary

MilesMore discounts

Refer a friend incentive

Flexible start and finish times

Private medical insurance

Company sick pay

Job summary

Last Mile in Glasgow is seeking a Customer and Networks Support Supervisor to lead the Customer Service and multi-utility network support function from Hamilton/Glasgow. You will supervise Technical Administrators and Network Coordinators to ensure workloads are managed efficiently and a high-quality service is delivered.

You will monitor performance, support development conversations, escalate issues to engineers and the Network Operations Manager, and drive continuous improvement across

Qualifications

• Proven ability to lead and develop administrative, customer service or operational support teams.
• Strong customer service and complaint handling skills.
• Understanding of utility networks operations is a plus.

Responsibilities

• Lead and supervise the Customer Service and multi-utility network support function, informing the Network Operations Manager of performance and risks.
• Escalate complex customer enquiries, complaints and stakeholder concerns.
• Oversee investigations into complaints and service issues, and approve responses where needed.
• Ensure interactions comply with procedures and regulatory requirements, while driving customer satisfaction.

Skills

Leadership

Customer service

Complaint handling

Job description

Last Mile in Glasgow is seeking a Customer and Networks Support Supervisor to lead the Customer Service and multi-utility network support function from Hamilton/Glasgow. You will supervise Technical Administrators and Network Coordinators to ensure workloads are managed efficiently and a high-quality service is delivered.

You will monitor performance, support development conversations, escalate issues to engineers and the Network Operations Manager, and drive continuous improvement across