To lead and support the team of Customer and Retailer Care Advisors to achieve high-quality timely responses, service and appropriate solutions which will help to strengthen relationships with and meet the requirements of our customers and retailer network.
Key responsibilities:
- To lead and support direct reports ensuring the right activities are being worked in order to deliver targets and objectives.
- To conduct daily reviews of outstanding documents and ensure they are prioritised in order to reach a resolution at the earliest opportunity.
- To handle retailer and customer escalations and complaints; ensuring that the Customer Care Manager is notified of any legal or high priority situations**.**
- To develop direct reports into a committed and high performing team:
- Documenting Standard Operations and correspondence paragraphs
- Carrying out training in line with Competency Management Matrix
- Developing team professionalism and customer experience
- Measuring performance via KPIs to meet the overall business objectives
- To manage team appraisals and manage absence and disciplinary issues etc where needed.
- To engage with and provide support to retailers by:
- Chairing retailer conference calls
- Carrying out retailer training
- Inputting into retailer bulletins
- By ensuring all queries are responded to promptly and the retailer updated
- To identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency_._
- To ensure the Time & Attendance system is up to date i.e. sickness/holidays.
- To carry out any other duties not listed above as may reasonably be expected.
- To work in a safe manner, driving positive behaviour and leading by example with regards to the Company's health and safety policies.
Experience:
- Experience within a similar management/team lead role
- Confident with implementing new processes/continuous improvement