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Customer Service Manager Full Time

at XLN Telecom Sheffield in Sheffield (Published at 31-03-2021)

Have you managed a team of 100FTE and want to lead our strategy to develop our first line and second line account management team as our business grows organically?

Do you have proven leadership skills?

Are you entrepreneurial minded with a passion for driving business sales?

If so we currently have a fantastic opportunity in Sheffield for a Customer Service Manager to join our team!

From a start-up back in 2002 XLN has grown into one of the biggest telecoms companies and one of the more successful companies in the UK. We have been backed by 3 prominent Private Equity firms since 2008 until this day and we continue to be as ambitious as we were at the beginning.

We supply over 110.000 small companies with Fibre, Broadband, Wi-Fi, Communications Services and Payment Processing and we are the largest specialist Communications Provider in this part of the market. We were founded to make a difference to the millions of small businesses that always seem to get a raw deal from the large incumbent utility companies. Well, not any more. XLN has the highest level of customer satisfaction with a TrustPilot score of 4.5 and more 5* reviews than all the other companies combined.

XLN is still founder led and we believe strongly in building our business around great people. We only promote from within and work hard to provide quick progression and career opportunities to all employees equally.

We are also very conscious about our environmental and social responsibilities and have recently become certified Carbon Neutral since we were founded in 2002.

We will be protecting 25.000 acres of Rain Forest and 20 million of trees every year as well as removing plastic from the oceans in a partnership with the Big Blue Ocean CleanUp organisation.

We support a number of Charities and youth organisations and encourage our staff to get involved.

We are now preparing to scale all our Service teams and drive cross-selling in Sheffield and this is where you come in!

The Role:

You will be the first line of support to thousands of businesses that depend our services, going above and beyond to help them while also being able to identify alternate ways XLN can help their business with additional products or services. You will be responsible for managing a team of Customer Service professionals in our Tier 1 and Tier 2 Account Management teams as well as our correspondence team.

Your role is to deliver excellent service to the businesses we work with, with a large aspect of the role driving sales through Cross-Selling within our business. You will drive our teams forward with excellent leadership and motivate our service experts to get the most out of every call.

  • Lead direct reports to implement best practice service management and governance into each client engagement providing resolutions to team escalations

  • Overall responsibility for achievement of department KPI’s on customer contact and cross-selling as well as identifying how we can best push our services and products on every call.

  • Identify areas of improvement in the business through analysis of call data to improve KPI’s and business performance

  • Working with the Quality & Compliance and Training teams to ensure service excellence and continual performance improvement

  • Regular performance reviews and objectives setting, including team meetings and 1:1 sessions with all team members to discuss individual service and cross-selling performance

  • Reporting on daily and weekly team performance

What we are looking for from you:

The ideal candidate will be a commercially focused business leader who can think strategically as well as manage operations, looking for process improvements through automation. This role would suit a Customer Service professional currently managing a smaller team and looking for the challenge and opportunity of managing a larger team. Equally this role could be great for someone currently managing a large team and looking for the challenge of establishing themselves within a growing business. You will be dynamic and have a real passion for customer excellence while thinking about ways to drive customer sales to help grow our business.

  • Proven experience to drive cross-selling within a business

  • Strong leadership skills

  • Entrepreneurial mindset – always looking for new and different ways to effectively impact performance

  • The ability to motivate a large team to hit daily and weekly KPI’s

  • Feedback, coaching and development techniques

  • A keen eye for positive customer journeys and the ability to articulate potential improvements

What we offer:

XLN is like a family where we help, support and enjoy working together. We have a common goal of helping our customers thrive and succeed and we will do whatever it takes to achieve our goals. Our offices are state of the art with great recreational spaces where we get together to unwind or celebrate daily victories and play games. Fresh fruit and breakfast is provided along with the best vending, tea and coffee.

We also have 25 days of holiday which increases over time, health care, pension arrangements but the Service team as a whole enjoys access to some incredible once-in-a-lifetime social and sports events which you would be eligible for.

XLN is most likely unlike anywhere you have worked before. We are passionate and results orientated. The environment is focused and you must enjoy working in a high pressure target driven environment where results are rewarded and recognised and excuses frowned upon.

We are different but we make no apologies for that.

A salary and package in line with your experience.

Opportunity for quick progression/promotion and a long term career.

If this sounds like the next move in your career click apply! Alternatively you can send your CV to [email protected] for a confidential conversation surrounding your experience and the role.


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