Lead Hosted Telecoms Support Team

SER Limited; Crewe; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Company bonus up to £3,600 per year

22 days holiday + banks + Christmas

Job summary

SER Limited is seeking a Hosted Team Manager to lead our Hosted Customer Support Team in Crewe. You will oversee a team of six agents, coordinate workflows, monitor ticket responses, and ensure smooth go-lives for customers.

Ideal candidates have telecoms experience, knowledge of connectivity, and a track record of coaching and developing teams to deliver exceptional customer service.

Qualifications

• Experience leading a hosted support team or similar.
• Strong understanding of telecoms and connectivity.
• Proven ability to coach and develop agents.
• Ability to make executive decisions for customer experience.

Responsibilities

• Lead a team of 6 agents (growing) for hosted customer support.
• Manage agents' workflow and ensure timely responses.
• Monitor tickets to ensure timely, professional service.
• Ensure smooth go-lives for customers.

Skills

Team leadership

Escalation handling

Coaching & training

Tools

Yeastar

Gamma Horizon

Webbex Hosted

Job description

SER Limited is seeking a Hosted Team Manager to lead our Hosted Customer Support Team in Crewe. You will oversee a team of six agents, coordinate workflows, monitor ticket responses, and ensure smooth go-lives for customers.

Ideal candidates have telecoms experience, knowledge of connectivity, and a track record of coaching and developing teams to deliver exceptional customer service.