Customer Support Manager - ISP

Technical Customer Support
Hybrid working available
Apply now

Customer Support Manager - ISP

Hybrid working available

The Customer Support Manager will be responsible for the day to day running of the Customer Technical Support Team. You will be responsible for ensuring the team operates effectively and efficiently, with the customer being the at the forefront of everything we do to ensure the best quality service possible.

What you'll do:

  • Monitoring the team and engineer performance against KPIs and ensuring a high level of performance
  • Maintaining and organising team schedules, including shift patterns if required, holiday leave, lunches, etc.
  • Provide regular feedback and coaching via 1:1 performance reviews
  • Responsible for dealing with any disciplinary actions if required
  • Manage customer exceptions and escalations where required
  • Reporting performance of the team to the head of the department, highlighting areas of improvements or good work.
  • Mentoring and training engineers to reach a high standard, and ensure work is aligned with the companies values
  • You will be responsible for recruitment so the team can grow in-line with the company and the customers' needs
  • Identify and delivering any training requirements for the team

Skills, experience and qualifications (required):

  • Strong work ethic with an ownership mindset and a positive “can-do” attitude
  • Team player who is patient and works well under pressure
  • Excellent oral and written English skills as well as impeccable communication skills (able to maintain professional and effective, yet friendly communication with customers)
  • Be able to multi-task, enjoys problem-solving and have a solution-focused mindset
  • Be comfortable working in a fast-paced environment where the customer is the top priority
  • Passionate about building great relationships with our customers and other teams in the company
  • Enjoy working towards targets
  • Be adaptable to change and flexible in your approach
  • Have a positive attitude and a willingness to learn
  • An interest in networking and troubleshooting issues until resolution
  • Previous experience in a customer facing support environment 
  • Demonstrable experience of managing and motivating a team to drive high performance levels
  • Demonstrable experience of growing a small team into larger one, whilst maintaining high performance levels

Skills, experience and qualifications (preferred):

  • Network+, A+ certification or similar experience desired, but not essential
  • Knowledge of current internet technologies, IP addressing, DHCP, Wi-Fi and troubleshooting

About us

We’re rebuilding London’s broadband from the fibre up. Street by street, building by building, we’re installing state-of-the-art full-fibre broadband connections to give the capital the internet upgrade it’s been waiting for. And once our infrastructure is installed, we offer world-class service to residents and businesses across London.

It’s a project like no other. We’re growing fast, and we’re looking for great people to join us. G.Networkers are nimble, entrepreneurial, and never settle for second best. If that sounds like you, we’d love to hear from you.

Bring your whole self to work

G.Network is a diverse and inclusive company and we are proud to be an equal opportunity employer. Our network will serve Londoners in all their amazing diversity. That’s why we want our workforce, as far as possible, to reflect that diversity. We hire people based on their talents and what they can deliver as G.Networkers - not on their background, or their views on the best way to do the job.


Apply now