About Company
O2 (Telefónica UK) is a leading telecommunications provider, committed to connecting people across the UK. With millions of customers, we are at the forefront of innovation, delivering award-winning network services, mobile, and broadband solutions. Our mission is to create a better future through digital transformation, making life easier and more connected for everyone. We believe in fostering a diverse and inclusive environment where every employee can thrive and contribute to our shared success. Join a company that values its people and empowers them to make a real difference in the lives of our customers.
Job Description
We are seeking an experienced and dynamic Remote Customer Service Manager to lead and inspire our remote customer service team. In this pivotal role, you will be responsible for overseeing the daily operations of a dedicated team of customer service professionals, ensuring the delivery of exceptional service experiences from a remote setting. You will develop and implement strategies to enhance customer satisfaction, improve operational efficiency, and drive team performance, all while fostering a collaborative and supportive remote work environment. This role requires a proactive leader with a proven track record in customer service management, excellent communication skills, and a passion for developing people and processes. You will be instrumental in maintaining O2’s reputation for outstanding customer care, adapting to evolving customer needs and technological advancements within a fully remote operational model. Your leadership will be key to empowering our remote team to exceed expectations and resolve customer inquiries with efficiency and empathy.
Key Responsibilities
- Manage, coach, and motivate a team of remote customer service representatives to achieve individual and team performance targets, including KPIs related to customer satisfaction, resolution time, and quality.
- Develop and implement customer service strategies, policies, and procedures tailored for a remote workforce to enhance service quality, efficiency, and customer experience.
- Monitor and analyze customer service metrics and data, identifying trends, areas for improvement, and implementing corrective actions proactively.
- Conduct regular virtual team meetings, one-on-ones, and performance reviews, providing constructive feedback and fostering a culture of continuous learning and development.
- Act as an escalation point for complex customer issues, ensuring timely and effective resolution while maintaining high levels of customer satisfaction.
- Collaborate with other departments (e.g., Sales, Marketing, Technical Support) to ensure a seamless customer journey and consistent brand experience.
- Stay informed about industry best practices, new technologies, and customer service trends, integrating relevant insights into our remote operations.
- Ensure compliance with company policies, regulatory requirements, and data protection guidelines within the remote team.
- Manage remote team scheduling, resource allocation, and workflow to ensure adequate coverage and optimal service delivery across all channels.
Required Skills
- Proven experience (5+ years) in a customer service management role, ideally within a remote or distributed team environment.
- Demonstrable leadership skills with the ability to inspire, motivate, and develop a high-performing team remotely.
- Exceptional communication skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
- Strong analytical and problem-solving abilities, capable of interpreting data and implementing effective solutions.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and remote communication tools (e.g., Microsoft Teams, Zoom).
- A deep understanding of customer service principles, best practices, and the ability to drive customer loyalty.
- Excellent organizational skills and attention to detail, with the ability to manage multiple priorities effectively.
- Ability to work independently and manage a remote team effectively, demonstrating strong self-discipline and accountability.
Preferred Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience in the telecommunications or technology sector.
- Certification in Customer Service Management or a related professional qualification.
- Familiarity with agile methodologies and continuous improvement processes.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off, including holidays and sick leave.
- Opportunities for professional development and career growth.
- Company pension scheme.
- Employee discounts on O2 products and services.
- Flexible remote work arrangements and a supportive virtual team environment.
- Access to a range of employee assistance programs for well-being.
How to Apply
If you are a driven and experienced Customer Service Manager ready to lead a remote team and contribute to O2’s commitment to customer excellence, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you.