Create and implement operational strategy, source equipment and manage customer service centre’s daily operation
Utilise official sources of data to maximise performance against budget and customer experience
Intake and assess customer complaints and triage to appropriate delegation for resolution
Maintain and report on relevant Safeguarding and Accreditation requirements
Set and review performance against targets
Report and present on performance against budget, customer feedback and other relevant measures required to optimise performance and customer experience
Identifying and resolving operational complaints with internal stakeholders to meet customer expectations and revenue targets.
Optimise and manage stakeholder service levels against agreed criteria.
Engage with and advise Field and Marketing team on matters relating to product awareness and customer service ensuring to drive incremental sales and optimise customer service.
Monitor random calls to assess and improve the quality of staff performance
Demonstrate and support SPCs values and behaviours within the work environment
Model safe work behaviours always while displaying a preventative and proactive approach towards safety
Provide leadership to all members of the Customer Service team.
Work to achieve common understanding of and commitment to the delivery of the Team’s objectives.
Provide feedback, coaching and mentoring to members of the team as appropriate
Acquire and maintain the skills and knowledge to demonstrate competent performance for self and team
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