Customer Service & Billing Team Leader

Put your leadership skills to good use as you manage our growing Customer Service & Billing team.

Current Vacancies

Location

Carlisle

Type

Permanent

About this role

As the Customer Service and Billing Team Lead, you will assume a pivotal role in overseeing a team dedicated to delivering exceptional customer service while effectively managing billing operations and queries. Your responsibilities will encompass managing the team, addressing escalated customer concerns related to service and billing, reducing churn, implementing and refining processes, improving the overall customer experience to meet our aim of exceptional customer service for every customer, and managing bad debt and outstanding payments.

Main responsibilities
  • Team Management
  • Escalated Customer Service concerns
  • Churn Reduction
  • Process Improvement
  • Customer Experience Enhancement
  • Bad Debt and Outstanding Payment Management

For the full list of responsibilities, please see the job description.

Experience required
  • Proven experience in customer service role
  • Proven track record of providing exceptional customer experience to a diverse customer base.
  • Strong leadership abilities, with the capacity to inspire and guide team members towards shared objectives.
  • Excellent communication and interpersonal skills, enabling effective resolution of escalated customer issues and creating positive customer relationships.
  • Analytical mindset, adept at interpreting data to inform decision-making and drive performance improvements.
  • Prior experience in process improvement and project management preferred but not essential.
  • Experience of billing and billing strategies preferred but not essential.
  • Dedication to delivering outstanding customer service and a commitment to continuous improvement.
  • Dare to fail, you do not need all the above but a willingness to fail, try again and learn from it is a must.

About Grain

Everything we do is fast, from our broadband to our growth. As a national broadband provider, headquartered in Carlisle, we can offer stand-out candidates a range of opportunities across the UK. We are challenging the other providers when it comes to true Full Fibre, delivering our own dedicated fibre-optic network with a unique cable to the home (FTTP), offering some of the fastest broadband products at low, low prices. Customers love our product, our simple packages and our transparent pricing. We believe that we are helping to bring digital transformation to the UK and offering the UK a better choice for broadband.

With millions of pounds of investment, our independent company is making waves in the industry and in communities from Aberdeen to Brighton. Now is the perfect time to join one of the fastest growing companies on an exciting journey, future-proofing broadband connectivity for homes and businesses for years to come. Apply today and join the Grain revolution!
Employment with Grain Connect Ltd is subject to satisfactory references and other verification checks (including basic DBS check where applicable) that may be a requirement of your role. Reference and/or other verification requirements applicable to your post will be advised to you during the recruitment process.

Dedicated to fostering inclusivity and diversity, our company takes pride in our commitment to equal opportunities.

Excellent employee benefits

We believe our team are the key to our success, so we’re proud to offer a comprehensive range of benefits that go beyond the norm.

A happy and healthy team is a productive one, and our benefits are designed to help you thrive both professionally and personally!

Network engineer , technical support , Install engineer , Sales executive
Annual leave
allowance

We offer 25 days annual leave allowance, plus bank holidays.

Network engineer , technical support , Install engineer , Sales executive
Pension
scheme

Start saving for your future and we will contribute up to 7% towards your retirement.

Install engineer , Sales executive
Life
insurance

We provide 4 times your annual salary to a nominated person, following a death in service.

Employee
Incentive Scheme

Get financially rewarded for your hard work and dedication with an annual incentive scheme.

Employee
Referral Scheme

Refer a friend or former colleague to join the Grain team and you could earn £££s!

Perks at
Work

Take advantage of great discounts with selected nationwide retailers.

Employee Assistance
Programme

Gain access to wellbeing counselling and legal information should you ever need it.

Apply today

We’re excited to hear from you!

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