Customer Service Supervisor

At Zzoomm we have four simple values: Responsive, Open, Agile, Reliable. We call these the ROAR values. As these are extremely important to our culture and success, we believe all our employees should live by these values and demonstrate them daily.

As a key member of the Zzoomm team, you will enjoy working in a team that is continually evolving, working at pace, and sometimes thinking outside the box to make things happen. You will be keen to learn and develop in your role; we understand this may be at your own pace and role dependant. You will be open and honest and show that you are reliable.

Our brilliant Care Team take calls on absolutely everything from technical matters to residents in our areas asking what we are all about. The main purpose of your role is to delight our customers and customers to be, by helping them diagnose and fix issues they may have with their service.

This can be either technical or account and billing related together with answering questions and concerns, and providing information about our services.

We want our customers to love what we do and recommend us to everyone they know, and you will be in the front line with the power and support to surprise and delight our customers. Even better, if you are a Zzoomm customer yourself you will be able to speak with great experience!

You will be a key part of the Zzoomm team, working with every department especially field support and engineering to make sure our customers are supported and love the Zzoomm experience.

You will be the first point of contact for them either by phone, e-mail or chat and you will own whatever query or issue they may have.

The case will either be resolved by you or you will arrange for other teams to get involved on your behalf. With support from your colleagues, it will be yours to own and co-ordinate. This gives a great customer experience that really stands us out from the crowd.

You will be known for maintaining a positive, empathetic and professional attitude. You will be a brilliant communicator of complex technical things across different channels, calm under pressure, you will bring energy and passion to your work.

As a customer advocate, you absolutely believe in keeping your promises and are a person who is trusted. You will form strong working relationships with the field service, technical, commercial and billing teams and will have a knowledge of what our services can do for customers that is second to none.

Your key responsibilities are:

• Prioritising and sorting customer service issues.
• Progressing open cases to resolution.
• Coordinating other Zzoomm team members to help with service issues.
• Always keeping the customer up to date with progress.

Sometimes helping out the front-line care teams if things get busy

• Building documentation libraries, how-to guides, and training materials.
• Collaborating with cross-functional teams to identify and resolve complex customer issues.
• Conducting thorough research and analysis to troubleshoot and resolve customer concerns efficiently.
• Providing exceptional customer support through various channels such as phone, email, and live chat.
• Escalating critical customer issues to the CSM and appropriate departments for prompt resolution.
• Identifying trends and patterns in customer complaints and suggesting and implementing solutions to prevent future issues.
• Assisting in the support, development and improvement of customer service processes and procedures.
• Participating in team meetings and training sessions to enhance product knowledge and customer service skills.
• Maintaining accurate and detailed records of customer interactions and issue resolutions.
• Demonstrating a high level of professionalism and empathy while interacting with customers.
• Sharing of tasks between myself and the other care team systems support to ensure workload is equal and effectively managed.
• Training the trainer on new system processes to ensure effective handover of finished processes to the customer team.
• Identifying gaps, errors, and areas for improvement in line with current customer team processes to ensure that the team is able to expedite quickly and efficiently.
• Being a key player involved in the forward planning of new systems rollouts, supporting the customer team manager to ensure that all team requirements are met.
• Investigation and resolution of complex cases and issues arising from current systems
• Completing administrative tasks including but not limited to:Account changes for customers such as regrades.

Loading of manual orders for special promotions.
Completion of adhoc urgent projects
Co-managing the live customer regrades.

• Extraction of data to be used and planning of projects related to data cleanup.
• Deputising on occasions for the team trainer and CSM as needed

You will report to the Customer Care Manager, who in turn reports to The Head of Customers

You will be working every day with a range of departments across the business as well as our customers.

You may also be required to undertake other related duties not listed in this Job Description from time to time, these may be ad hoc, but always supporting the needs of the business

• You will encapsulate the spirit of Zzoomm and embrace our values
• You will go the extra mile because you enjoy the walk
• You will have thrived in a customer service role in a fast-paced environment
• You will have a strong technical understanding of internet connectivity, routers and tech support and what issues can arise
• You will have an enquiring mind and be interested in technical things and will just love full fibre internet connectivity
• You will have had to deal with all sorts of customers always making them feel valued
• You will remain calm when customers are stressed
• You will communicate just perfectly for the circumstances
• You will focus on the detail and ensure everything gets done
• Understanding of CRM/ticketing systems and the need to accurately update relevant fields
• Flexibility as we operate the lines from 8.30am to 8.30pm on a rota Monday to Friday and 9am to 6pm on weekends (This may be subject to change as we grow)
• Competency with MS office suite
• Go the extra mile because you enjoy the walk
• Foster and encapsulate the style and values of Zzoomm
• Demonstrate unconditional teamwork
• Previous experience of working within customer care or tech support roles in telecoms or for an ISP

What we offer…

• Annual Leave - 25 days’ paid holiday plus bank/public holidays
• A day off for your birthday
• Pension – you pay 4.5% and Zzoomm pays 4.5% into your pension
• Life assurance - 4 x basic salary
• Health cash plan which allows you to claim money back for the cost of your essential health care plus other benefits including 24/7 access to an online doctor
• Exclusive offers and discounts from over 1000 popular retailers
• Discretionary bonus scheme
• Working with Zzoomm, you will learn new skills on the job, diversify your abilities and enjoy building a new future for the UK’s broadband network, one town at a time, and have a great time!

Zzoomm provides you with the flexibility to work in a way that will help you grow and develop. As well as having clear responsibilities, you will get extensive training to help you develop, and you will be building a legacy here as we build the Full Fibre broadband network of the future.

Job Type: Full-time

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Life insurance

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Supervising: 1 year (required)
• Customer Service: 1 year (preferred)

Work Location: Remote