BB UK Teamleader

B2B UK Teamleader

Full - Time, Fixed Term Contract

Here at Three, we’ve done things differently since day one

We’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it. When these things combine, phenomenal things happen. We encourage employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as a B2B UK Service Team Leader

We have an exciting new opportunity to support Three UK’s B2B customers. The successful applicant will seek to create a positive Customer and Employee experience. As a Team Leader you will be responsible to manage, coach, and develop a team of service executives to ensure delivery of the ultimate customer experience within the B2B UK Market. You will desire to explore and understand market watch in the UK, in order to help and support your team in a new and growing market for Three. To be successful within this role you should be customer-focused, detail oriented, efficient, results focused and professional. This role supports the UK market and therefore you will need to be available to work in line with UK national holidays.

What else it involves

• Effectively support, proactively coach and develop your team.
• Drive and motivate your team to deliver the ultimate customer experience.
• Set, measure and review KPI’s for team members through formal and informal feedback mechanisms.
• Proactively develop and grow value added customer care in your team.
• Take responsibility for customer issues - pressing for prompt closure, escalation and problem resolution.
• Identify issues and service improvements and escalate.
• Drive commercial offerings and develop commercial awareness within team.
• Continuously assess own and agents training needs and take responsibility for training/coaching activities to meet these needs.
• Key responsibility to deliver and improve customer experience in defined market segments with key focus on CSAT, NPS, AHT, first time resolution and delivering revenue in relevant service support areas.
• Proactively keep up to date on all new procedures, products and information.

The skills we're looking for

• Experience in stakeholder/people coaching/people management desirable.
• Crisis management – ability to perform under pressurised situations, seeking out solutions, getting people to trust and follow your direction.
• Demonstrate commercial acumen, questions the status quo; always look to drive synergies & efficiencies to improve customer experience and cost to serve model.
• Self-starter demonstrating capability and professional maturity - taking ownership of own development.
• Thrives on working in a team and supporting others to achieve goals within the B2B UK Services Team.
• Able to manage high workloads & conflicting priorities.
• Able to operate effectively & proactively in a "Business customer" service environment.
• Attention to detail and high work standards in support of accurate and flawless delivery.
• Excellent Interpersonal and communication skills - ability to communicate at all business levels.
• Excellent organisation and time management skills.
• Ability to think strategically, know what matters to the business and the customer re KPI’s / goals etc.

Benefits of Working at Three

• Competitive salary, completion bonus & pension contribution
• 25 days holidays plus 2.5 company days.
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools
• Free on-site parking available

There’s a lot more to us than meets the eye.
You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers #Jobs