Customer Solutions Centre Team Leader

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

You will be leading and supporting a team of consultants within our Customer Solution Centre, instilling a strong customer-centric culture, focusing on complaints resolution.

Coaching and supporting your team to achieve their personal, professional and performance goals, whilst being responsible for conducting regular quality and compliance monitoring of your team’s case handling, to identify areas of potential improvement.

Supporting effective change, through continuous identification and implementation of operational best practices, whilst ensuring all regulatory requirements are met including working cases to specified timeframes, maintaining accurate and up to date records whilst ensuring compliance to customer communication strategy. 

You will also be managing the training and development needs of the team to ensure competency in their role.

What you will be doing in the role.

• Manage daily operational duties and KPIs of the team.
• Deliver performance improvement.
• Reporting and insight (including intraday monitoring of performance).
• Inspiring, motivating and challenging your team to become high performing agents.
• Coaching and development.
• Quality Monitoring.
• Team Administration Duties (such as holiday management, absence, work allocation, etc).
• Manage any and all People responsibilities that arise within the team (liaising with HR).
• Contribute to the overarching complaints strategy as an SME in your area.

They type of person we are looking for.

• Prior experience working in a regulated environment.
• Strong people leader with the ability to organise and manage a customer centric team.
• Motivated by the development of people, being fully inclusive in identifying potential and talent in others (enabling and empowering others to grow).
• Has a passion for growth and delivering against objectives. Understands the department strategy and how it supports the key business objectives.
• Desire to put the customer (internal and external) at the heart of everything that you do. Understands how to coach on customer centricity and value.

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.