re you a motivated Customer Service Manager looking for your next challenge? Are you looking to work in a challenging, yet rewarding environment?

The Customer Service Manager will manage the Customer Service Contact Centre of up to 22 staff (during summer peak), providing customer service to our B2C student customers. You will ensure that the Customer Service staff adhere to Glide’s Customer Services processes, procedures, and standards whilst continually developing the service to leverage improvements including liaising with other Glide teams to share knowledge, resolve issues and develop the team to optimise performance.

About the role

As a Customer Service Manager, you will manage the Customer Service Centre consistent with the principles of Glide’s Customer Service Strategy and you will develop staff to deliver the services regardless their experience. You will be expected to make sure that the team complies with data protection policies, processes and procedures. You will also be expected to ensure the successful transition of changes including new processes and technology into the Customer Service Centre including staff acceptance of, and their effective operations of the change. Other responsibilities include: promoting H&S standards and ensuring compliance with statutory and company requirements; managing costs within budget; acting as a customer ambassador driving customer excellence through the team; overseeing audit compliance to standards and processes through regular debrief process with the team; managing the team around pre-agreed customer SLAs & KPI; monitoring and evaluating customer contact quality control to ensure staff are operating at the highest standards; driving a one contact resolutions mentality across the customer contact centre and overseeing and managing effective staff resource across the customer service team to ensure resource is available for seasonal customer demand.

About you

We need you to have 2 years’ experience in a customer facing people management role, including contact centre management and complaint handling experience You will have excellent written and verbal communications skills, good attention to detail and possess the ability to plan and prioritize team and personal workload. You need to have the ability to develop positive working relationships internally and externally and analytical capabilities with an ability to make effective, timely decisions empowering others to do the same. You will also have IT skills, including Microsoft Packages, Phone systems and other CRM systems.

About Us

Glide started life as separate businesses delivering broadband, utilities and communications services to different markets across the UK. For decades, we have been known for delivering exceptional connectivity and original solutions to the best universities and biggest businesses in the country.

The Glide group is growing quickly, expanding our footprint across the UK and into Europe, and building original ways for our customers to connect. We want people with conviction and confidence to take cutting edge products with enormous potential from our demo room to the feature-rich properties of the future.

We’re specialists in delivering market-leading, super-fast and reliable Wi-Fi and technical solutions for students, residential developers and businesses, the three sectors we know inside out. Glide is more than the sum of its parts. We’re a big group with the energy and ingenuity of a small business.

Benefits

We believe in our people – they're what makes Glide the best place to work. That’s why we offer extensive benefits:

  • 25 days holiday (and Bank Holidays). Plus, an extra day off for your birthday.
  • Pension Contributions.
  • Private Medical Insurance is available for every employee.
  • Life Insurance cover.
  • Discounted Gym membership for employees in the Clevedon and Stoneleigh offices.
  • Cycle to Work scheme will be in place by August 2021.
  • Opportunities to progress within the business.
  • Long Service rewards: each 5 years there’s a bonus.
  • A generous employee referral bonus.
  • Regular social events throughout the year, including Summer BBQs, Away Days and a truly epic Christmas Party.
  • At Glide, staff are genuinely recognised for their hard work and contributions and these are celebrated with monthly ‘Golden’ Awards, End of Year Awards and other awards throughout the year.

Values

At Glide, brand values aren’t just words on a wall. They are at the heart of our culture and shape how we behave, how we recruit and how we support each other and our customers.

Each value is brought to life through our behaviours. Our behaviours make it clear how to speak to our colleagues and our customers, how we act towards each other and how we define being a ‘Glider’.

Stand Together: Like a family, we value togetherness, put the group before ourselves, welcome diversity and always work hard to make sure everyone feels like they belong.

Act Bravely: We dare to do things a little differently. We believe in each other and inspire the people around us to push themselves out of their comfort zones, to do things with courage and conviction, to grab life by the horns and to have total confidence in themselves.

Care Whole-heartedly: If we fall down on customer experience, nothing else we do matters. That’s because customer loyalty is hard won and easily lost. The difference boils down to caring about the things our customers care about, always taking the time to make life simpler for them, and going out of our way to connect and give them more than they’d expect.

Live Vibrantly: We’re no ordinary company, and our culture reflects that: we believe that having fun, getting on with each other and not taking life too seriously is just as important as working hard.

Be Tenacious: It’s about more than hard work and graft – we never rest on our laurels. We are an unstoppable team that know we can always do better and more than what we achieved last week, month or year.

Think Unconventionally: Staying open-minded, defying predictable ways of doing things, outsmarting the competition and cracking on with enthusiasm and positivity is how we approach everything, every day.