Customer Services Manager - Technical Support

Gigaclear; Abingdon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading telecom company in the UK seeks a Technical Support Team Leader to enhance customer service operations. The role involves managing a team of advisors, ensuring high-quality support for technical issues, and fostering a collaborative environment. Ideal candidates will have strong experience in customer service and proven team leadership skills.

Benefits

Generous employer pension

Income protection & life assurance

25 days holiday plus bank holidays

Health cash plan and 24/7 remote GP access

Unlimited access to training and development

Flexible working environment

Qualifications

• Experience in customer support or technical roles.
• Strong coaching and mentoring skills.
• Ability to manage and empower a team.

Responsibilities

• Manage daily team workloads and schedules.
• Lead and develop a Technical Support team.
• Handle escalations and customer complaints effectively.

Skills

Customer experience

Coaching

Conflict management

Communication

Problem-solving

Job description

Our Customer Services team is evolving as we start to transform our processes and technology. We aim to deliver a zero-touch customer contact and operation, enabling Gigaclear to deliver a world class experience to our customers.

Purpose of the job

In this role, you will be focused on leading a Technical Support team, empowering and enabling them to handle all types of technical customer queries throughout the lifecycle of our customers.

Note: this is an office based role, our Head Office is in Abingdon, Oxon.

Key Accountability & Responsibilities

1. Manage daily workload across the teams and shift rota to ensure effective cover during core UK hours.
2. Analyse and develop shift patterns ensuring we are staffed appropriately and in line with the email, ticket cases, and telephone call volumes received, ensuring SLAs and KPIs are met.
3. Lead and manage a team of Technical Support Advisors providing support for broadband, product, and service-related technical issues and queries.
4. Ensure adherence to processes and effective use of systems and tools.
5. Handle first-line escalation for customer dissatisfaction and own customer complaints at all levels.
6. Oversee induction, onboarding, and training of new team members.
7. Monitor and address quality issues within the team through coaching and training.
8. Empower the team to deliver a consistent premium service, managing all types of queries and coordinating resolution actions across teams.
9. Support the Head of Customer Contact Centre in delivering the Customer Services strategy.
10. Manage and resolve all Customer Services related CEO escalations timely and effectively.

Essential Knowledge & Skills

• Proven experience in delivering outstanding customer experience with coaching and mentoring skills.
• Hands-on experience in helpdesk, service desk, or technical support roles with understanding of team challenges.
• Proactive approach with a positive attitude.
• Strong communication, organizational, conflict management, and negotiation skills.
• Ability to build and maintain relationships internally and externally.
• Strong coaching skills and ability to motivate and recognize performance.
• Disciplined problem-solving approach.
• Calm, articulate, and measured communication style.
• Ability to prioritize and delegate tasks.

Desirable

• Ability to troubleshoot faults on customer routers and switches, translating technical language for non-technical audiences.
• Knowledge of home networks, servers, email, Wi-Fi, Ethernet over power lines, etc.
• Experience in broadband, telecoms, or similar environments.

Staff Rewards, Benefits, and Opportunities

We foster a collaborative culture that empowers staff to grow and maximize their skills, with opportunities for progression and rewards for hard work.

• Generous employer pension; up to 8% matched contribution.
• Income protection & life assurance.
• 25 days holiday plus bank holidays, holiday purchase scheme, and Yay Days!
• Health cash plan, 24/7 remote GP access, Employee Assistance Programme including counselling & legal advice.
• Unlimited access to online training and development content via our LMS.
• Long service benefits and monthly recognition.
• Enhanced maternity and paternity provisions.
• Flexible working environment.
• Health & Wellbeing initiatives and social events.

Our Values

Our approach is guided by our mission, vision, and values: Find a way, Be committed, Do the right thing, Keep it simple.