Customer Excellence Team Leader
Employer: YouFibre
Location: Fully remote
Working hours: Full Time
Salary: £30,000 - £32,500 / year
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Customer Excellence Team Leader
About Us
We’re not just the average broadband provider. We are fast, fair and changing the category for the better. Ground-breaking speeds up to 8000 Mbps, no mid-contract price rises, great deals for everyone. We do the right thing for our customers. We're a passionate team, driving for progress and our culture reflects it.
About the role:
As a Customer Excellence Team Leader here at YouFibre, you’ll lead from the front to deliver seamless human centred customer experiences. Empowering your team and setting clear standards, you’ll ensure every interaction is handled with care, speed and precision. Staying true to our promise to do what we say we’ll do when we do it.
What You’ll Be Doing:Championing the voice of the customer across the entire YouFibre business.
Leading, mentoring, and coaching a team of Customer Excellence Agents to deliver best-in-class support every single time.
Ensuring a seamless 24/7/365 customer service experience via a rotating monthly rota.
Managing fault resolution across multiple channels.
Embedding a First Contact Resolution approach as the standard for handling enquiries.
Monitoring and improving customer experience through consistent feedback loops.
Holding monthly 1:1s with team members to guide growth, engagement, and performance.
Driving operational efficiency and effectiveness across the team.
Measuring performance against clearly defined KPIs and celebrating wins.
Encouraging cross-functional collaboration to continually elevate the customer journey.
About You:
You’re a natural people leader who’s passionate about customer experience and has a solid track record to prove it. You've walked the walk, working your way up from front-line support to leading high-performing teams and now you’re ready to inspire others to do the same.
What You Will Bring:
Proven experience in a customer service team leader or second-tier support role, in a contact centre or face-to-face environment.
Strong knowledge of technical support and social media customer interactions.
A coaching-first mindset—your team feels supported, challenged, and empowered under your guidance.
An obsession with the customer journey, paired with the operational acumen to drive results.
Excellent communication skills—both written and verbal—and the ability to connect with people at all levels.
The ability to thrive in a fast-paced, ever-evolving environment.
Experience with customer service ticketing systems, HubSpot, and Microsoft Office suite, Teams, Dialpad Telephony, Workforce management and contact centre statistics/analytics
Join us at YouFibre and be part of a team where your voice matters, your ideas drive change, and your leadership shapes the future of customer experience.
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