Reporting to the Operations Manager, the role is responsible for leading, recruiting, training and developing the Customer Service team. The job holder also plays a key role in assisting our customers with their general helpdesk inquiries.  The role is an integral part in doing service recovery and ensuring escalations are resolved in a timely manner.

Accountabilities:

To take ownership of Customer issues and work across functions to follow through to resolutionTo identify and put forward suggestions to improve the Customer experienceTo work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordinglyTo own customer satisfaction issues and delivery of the customer satisfaction rating for the teamTo lead by example, building a “winning team” culture, championing a positive outlook across the departmentEvaluate resource requirements and identify longer term needs of the group to support business needsMaximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coachingTo ensure regular communication, encourage team input and involvement and to encourage innovationIdentification & development of key team members, ensuring their readiness for next stepsIdentify and address poor performanceManage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basisProvide reports to Management Team on CS KPI’s and customer specific issues and feedback.To demonstrate and encourage a positive attitude towards change and continuous improvementsTo develop, communicate and implement change plans, actively involving staff in the change processTo identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumesTo use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolutionEstablish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partnersProactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

Qualifications:

TBD - already requested from HM

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