Selecta is the largest provider of unattended self-serve coffee and convenience food in Europe, leading the way in vending solutions and specialist coffee services. We are hiring a Client Experience Leader to join our fast-paced, quality obsessed team and be responsible for the ongoing satisfaction of our client base, managing our front-line Client Experience teams who support our largest clients. This includes delivering an efficient inbound client service and following up with our NPS Detractors to resolve any issues and support initiatives to increase our NPS and Client Satisfaction scores across the business. The salary for this role is £40k.
About Selecta
Selecta operates across 16 countries within Europe, serving 12 million people every day. Within the UK we deliver a national service, relied on and trusted by circa 3,500 businesses to serve tasty beverages and snacks at a variety of locations from workplaces to schools, universities and hospitals and everywhere in-between.
Responsibilities
- Drives and exceeds departmental inbound client emails and phone calls KPIs by managing team; effectively capacity planning and evaluating the daily performance and activity of the team
- Maintains staff retention by selectively recruiting competent associates while providing ongoing coaching and development
- Maximise individual and team performance by clearly communicating job expectations; planning, monitoring and managing performance
- Develops, coordinates and enforces systems, policies, procedures and productivity standards
- Maintains quality service by enforcing quality and customer service standards, analysing and resolving quality and customer service problems, while recommending system improvements
- Manages the onboarding and ongoing development of new and existing associates within the Client Experience Centre
- Ready to roll sleeves up and work shoulder-to-shoulder with the team to ensure we go the extra mile in resolving our clients’ issues
- Follow up directly with NPS Passives and Detractors, ensuring any issues are resolved and a service improvement plan is implemented
- Provide Daily/Weekly/Monthly Reporting on individual and team performance
- Conduct monthly 1to1 meetings with team members to review individual KPI performance
- Handle complaint escalations within agreed SLAs
- Provide support with ad-hoc projects and tasks as required
Requirements
- Ability to lead by example as well as from the front, having a positive impact on performance within the organisation
- Service minded with an attention to detail, ability to drive results and work with different stakeholders
- Previous people management experience, ideally from a fast-paced contact centre environment
- Familiarity with O365, Power BI and CRM systems is an advantage
- Demonstrable evidence of working in a KPI led environment
- Able to work to deadlines and deliver results under pressure
- Effective in reviewing and implementing systems and procedures
- Strong PC skills, especially Microsoft Excel and MS Teams
- Experience using Contact Centre Phone Systems
- Complaint handling experience
Our Client Experience Centre is open 7 days a week, with a 5 out of 7 day rota.
Applicants must have the Right to Work in the UK permanently. Please apply for consideration- we look forward to reviewing your CV.
In line with the Immigration, Nationality and Asylum Act, all applicants will be expected to provide proof of eligibility to work in the UK if invited to interview. Selecta UK recognises the benefits of a diverse workforce and we therefore welcome applications from all backgrounds and all sections of the community.
Benefits
- 25 days holiday pa + bank holidays
- Life assurance of 2x yearly salary
- Security of 5-weeks paid sick leave
- Development opportunities available and clearly mapped career paths
- You are supported by a strong leadership team
At Selecta, we are committed to equal opportunities, diversity and inclusion, embracing our differences to achieve our common goal. We are united in our principle of making people feel great and we are grounded by our purpose to create more moments of joy for everyone through our ways of working.
