Customer Service Manager

Job DescriptionOur 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 jobIn 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. Base salary to 42,000 plus Bonus.Key Accountability & ResponsibilitiesManage daily workload across the teams and shift rota to ensure effective cover during core UK hoursAnalyse 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 metLeadership and day to day management of a team of Technical Support Advisors who provide a wide range of support for Broadband, Product and Servicer related technical issues and queriesEnsuring that processes are adhered to and that systems and tools are used effectivelyFirst line escalation for customer dissatisfaction and ownership of customer complaints at all levelsOversee induction of new starters in the team, including onboarding and trainingMonitor and where appropriate address quality issues within the team through coaching and trainingEmpower the team to deliver a consistent premium service, managing all types of queries and effectively coordinate resolution actions across all required Gigaclear teamsTo support the Head of Customer Contact Centre to deliver the Customer Services strategyManage and see through to closure all Customer Services related CEO escalations timely and effectively.Knowledge & Skills Essential:Proven experience in the delivery of outstanding customer experience and ability to coach and mentor individualsHands-on experience in a helpdesk, service desk, or technical support role with enough understanding of the complexities your team faces to be able to provide insightful, supportive guidanceUse own initiative with a positive, can do attitudeStrong communication, organisational, conflict management & negotiation skillsAbility to liaise and deal with people at all levels both internally and externally to the business, building and maintaining relationshipsStrong coaching and mentoring skills whilst comfortable working with staff one on one in order to motivate improvement or recognise great performance where necessaryA disciplined approach to problem solvingCalm, measured and articulateAbility to prioritise and delegateDesirableAbility to troubleshoot faults on customer routers and switches and translate technical language to non-technical personnel and customersKnowledge of Home IT, i.e. home networks, servers, email, Wi-Fi access points, Ethernet over power lines, etc.Experience in broadband, telecoms, or a similar environment is desirable.Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Created: 2025-07-03