- To manage, develop and lead a team focused on delivering “best in Industry customer service’.
- To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trustpilot, Live Chat, CSats, MI and Complaints as well as Operational MI.
- To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.
- To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills.
- To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice.
- To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.
- To ensure the team receives regular training and updates so they comply with all our regulatory and Client requirements and internal procedures.
- To adhere to all internal people management processes and procedures such as 1:1s, appraisals, absence management.
- Strong leadership, coaching and people development focus.
- Strong interpersonal skills – able to communicate and contribute effectively with a team, with peers and managers
- Able to prioritise workload to meet challenging deadlines and ability to multi-task
- Complete and thorough understanding of end-to-end customer service processes