Customer Service Leader - Level 1 Technical Support

Job title: Customer Service Leader – Technical support
Office location with hybrid working: Belgrade (3 days in the office, 2 days from home)

About the role and the Team: 

The Customer Service Leader will efficiently and effectively manage a team of Customer Service Specialists and/or Senior Customer Service Specialists to ensure Hyperoptic continues to deliver unparalleled 5-star customer experience and remains a leader in Customer Service in the telco industry. They will ensure their team are motivated to consistently deliver excellent customer experiences at every opportunity. This role fully appreciates and understands customer expectations and looks to exceed expectations every time through great teamwork and an environment of continuous improvement.

What will you be doing?

• Manage the operational performance of their team against key KPIs
• Adapt CS plans and priorities and optimize workforce to ensure all customer enquiries are answered within SLA and operational standards met
• Use feedback from different sources to identify and drive improvements that enhance the team's efficiency and improves the customer experience
• Act as a customer advocate and escalate to internal or external parties to enhance customer experience and/or resolve customer issues timely, efficiently and in a knowledgeable manner
• Coaching, mentoring and development of direct reports to achieve their individual and company objectives
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level
• Promote a culture of continuous improvement and behaviors to create an empowered, positive and engaged team who put the customer at the heart of everything they do
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What we are looking for:

• Outstanding English both written and verbal
• Good organizational skills
• Ability to adapt in order to achieve operational success
• Good interpersonal skills
• Problem solving “can-do” mindset
• Ability to work under pressure
• Experience in managing stakeholders at all levels
• Aptitude to learn and challenge your own behaviour

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)