You will play a critical role in maintaining high service standards, resolving complex billing issues, and developing team members through coaching and support.
Key Accountability & Responsibilities
Respond to inbound Salesforce cases from customers and liaise directly with other departments to resolve any issues and customer queries
Liaise with other company stakeholder holders
Day to day management of the billing team members.
Manage daily workload across the team members.
Ensuring that processes are adhered to and that systems and tools are used effectively.
First line escalation for customer dissatisfaction and ownership of customer complaints at all levels.
Oversee induction of new team members, including onboarding and training.
Monitor and where appropriate address quality issues within the team through coaching and training with support from the Accounts Receivable & Credit Control manager.
Empower the team to deliver a consistent premium service, managing all types of Billing queries and effectively coordinate resolution actions across all required Gigaclear teams.
Knowledge & Skills
Previous experience working in a senior or team leader role, ideally within a billing or finance.
Intermediate proficiency in Microsoft Excel with the ability to analyse and manage data effectively.
Strong analytical, numerical, and detail-oriented mindset.
Excellent time management, communication, and telephone skills, with the ability to effectively prioritise and delegate tasks.
Demonstrated experience delivering outstanding customer service, with the ability to coach and mentor team members to achieve high performance.
Proactive and self-motivated, with the ability to use initiative and maintain a positive, can-do attitude.
Strong communication and organisational skills, with the ability to manage multiple priorities.
Confident in coaching and mentoring individuals on a one-to-one basis, supporting performance improvement and recognising success.
Calm, professional, and articulate, particularly when managing challenging situations or escalations.
A structured and disciplined approach to problem-solving, with a focus on delivering effective resolutions.
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.
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 online training and development content via our Learning Management System
Long service benefits and monthly employee recognition
Enhanced maternity and paternity provisions
Flexible working environment
Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together
Salary description
£32000.00 - £34000.00 per year