Senior Customer Operations Manager Abingdon, England
Job description
Are you looking for a role where you can help deliver a zero-touch customer contact operation and provide a first-class customer experience?
A role where you can tell and show your team you understand, you have been in their shoes – where you will bring positivity, create a culture and environment that gets the best out of your Team, enjoyment and a sense of fun to what, at times, you and we know can be a challenging role
Over the past 18-24 months our team of customer advisors has grown from 20-to 80 to maintain pace with our growth in customer numbers, this growth will continue at the same rate.
So you will need to bring your Team Leaders and Advisors with you , inspiring, motivating, coaching and developing them along the way. Identifying skills gaps and ensuring appropriate training is in place – working with the wider team including, Training and Resource Managers.
You can take the plaudits by helping us take our next steps to maturity. Reviewing how we operate now via existing channels such as call, email, web, live chat and socials, then through bringing, devising and implementing new ideas and initiatives to improve and transform our processes and technologies.
As a Senior Manager you will appreciate the challenges of building, leading and managing a significantly sized contact centre.
The production and analysis of performance reports capturing KPIs, SLAs, etc to identify trends and help mitigate risks and issues will be second nature. You live and breathe improving and maintaining good Trust Pilot, CNPS and ENPS scores.
If this sounds like you and the challenge you are looking for then we would love to chat through your experience and approach, tell you some more and answer any questions you have.
About Us
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, having grown from 100 to 600 employees over the past 5 years, we are 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. With circa 350,000 homes passed, we continue to have ambitious plans to develop our infrastructure and network.
“Gigaclear is a vibrant, fast paced, exciting company to work for. It presents new challenges every day as we grow, reaching targets we've never reached before!” - taken from our annual employee survey.
Here at Gigaclear, we aspire to tackle connectivity inequality and make life more digitally advanced. We are bridging the digital divide - bringing all the benefits of ultrafast fibre broadband, directly to homes and businesses across the UK.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- 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 and Employee Assistance Programme including counselling & legal advice
- Unlimited access to LinkedIn Learning
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
We also have monthly company meetings with pizza for everyone. A star of the month award which recognises employees that have gone above and beyond, with a prize! There is also a weekly running club, our very own football team Gigaclear FC, plus two company socials a year, and more.
Our values
Our approach is to work guided by our mission, vision and values.
Find a way, Be committed, Do the right thing, Keep it simple.
