Customer Support Specialist - Gamma Business

Customer Support Specialist

A bit about us  

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. 

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. 

Who are we looking for? 

 The role of Specialist acts as a senior point of contact in the team, working to support management and the team deliver their collective objectives. A specialist needs a deep understanding of the products and processes delivered in their team’s operational area to ensure the team, management and wider operation are effectively supported.

Specialists are expected to be flexible, working with team leaders and management in managing quality, delivering new products, resolving escalations, delivering training and coaching, working to improve performance with 3^rd parties and suppliers whilst acting as a technical point of contact for team members, partners and the wider business.

The Specialist role acts as a support function to the team and management spotting performance issues, highlighting trends and identifying solutions to enable the better collective function of the team.

Specialists need to be personable individuals whose aim is to improve the performance of those around them. Specialists will facilitate the embedding of learning in the team to build self-sufficiency, improving operational function and creating a better experience for partners.

What will you be doing day-to-day?  

As a specialist you will work to ensure we can effectively support the provision and in life support of new products and services to our partners in Customer Operations alongside your team leader and manager and the BPE teams. This will involve ensuring the products are designed with operations in mind, are documented for customers and internal staff and your colleagues are effectively trained ahead of product launches.

Coaching team members, other internal stakeholders and partners is an integral part of the specialist role. Specialists have to be effective communicators, able to resonate with their audience and seat knowledge in the individuals they are working with through one on one coaching and training.

Depending on the need of the team Specialists will be asked to support quality monitoring and management in a number of different ways, however specialists will consistently be needed to assess the knowledge of their team and how they operate. Specialists will understand the associated service implication and will deliver coaching and put forward process amendments to improve the service their team delivers partners and third parties.

Specialists serve as a key point of escalation in the team, across customer ops and with our partners. You will work to ensure escalations are appropriately managed, that we communicate effectively and work towards a resolution within relevant timescales and maintaining the superb level of service that Gamma is known to deliver in the marketplace.

Technical knowledge and expertise of the product and operational area are a pre-requisite for the role. Specialists will act as a go to individuals within their team and the wider business for operational knowledge of the products and services their teams deliver, helping resolve complex issues, support projects and reach across the operation to support the business as needed. However, specialists will not work towards becoming islands of knowledge but will facilitate the learning of others, including team members and colleagues in the work threads they deliver to prevent single points of failure.

As a point of knowledge in the team specialists act as an intermediary between their operational area and external stakeholders, whether other areas of the business, suppliers, or 3^rd parties. Specialists will need to work in an open and collaborative manner to improve, and where possible, simplify the supply chain and environment required to deliver and support products and services to our partners.

You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.

What you’ll need: 

Telecoms experience

Customer services

Gamma product knowledge – voice, data, porting/number management

Experience of working with escalations (desirable)

MS Office skills

Customer service skills

Communication – both verbal and written

Team Leadership and people support experience working within a team of customer service experts (desirable)

Able to manage time and work under pressure to tight deadlines

Able to manage the demands of numerous tasks

Keen problem solver, with a natural instinct to find the root cause of issues and address them

Diplomatic when faced with issues

What do we offer you?  

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. 
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career. 
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.  
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family.. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note  

• Unfortunately, we can't offer visa sponsorship or relocation support for this role. 
• This role is Hybrid from our Manchester office. 
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!  

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.  

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.  

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.  

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