Main Responsibilities and Activities
Line management of the Customer Services Team which consists of Support Services, Customer Relations and Consumer Sales.
Manage holiday requests in line with the business requirements.
Conduct monthly one to one’s with team members and bi annual PDRs. Ensure realistic and measurable service and quality KPI’s are in place and being met by team members, ensuring they understand & meet individual and team targets.
Drive team performance and positive behaviours
Ensure key business drivers are fully integrated into the service delivery, ensuring robust service management on a day to day basis
Training for the Customer Services team on new business or process changes, working with the wider business to ensure consistent messaging.
Essential – Minimum Criteria
Must have experience in a Customer facing operation and be Customer focused with strong empathy skills.
Has managed and lead teams in a customer service environment.
Ability to grasp technical information, especially when investigating customer issues or managing product sales.
Strong team management skills – proven track record in managing a successful target driven team.
Experience of coaching, mentoring and developing new and less experienced employees.
Proven experience of monitoring performance and developing and implementing service improvement projects.
Proven motivational leader engaging employees to achieve high levels of performance.
Face to face or telephone based experience in a Customer Service role is essential.
Proven track record in coordinating business services / requirements and communicating at B2B and B2C level and an understanding of good business practice is essential.
Highly proficient in written and verbal communication, including customer complaint management.
Database skills, including interrogation & reporting tools.
The ability to produce spreadsheets utilising Excel functionality such as pivot tables & charts.
Customer Complaints Handling – F2F, telephone & written
