My client is looking for a Digital Team Manager to lead a team of advisors responsible for dealing with customer communications via various channels. Grow a team that offers various forms of digital communication to customers delivering a first-class customer service through effective leadership and encourage a culture of ownership.
Responsibilities:
• Create a culture of owning customer queries and to deliver a response as quickly as possible
• Monitor team workflows and prioritise as required
• Grow a multi-channel function that offers customer flexibility in how they deal with us – make it easy
• Help to shape team SLA’s/KPI’s that sets both colleague and customer up for success whilst providing measurable value
• Be the first point of contact for escalated complaints, ensuring that our customer dissatisfaction process is adhered to
• Work collaboratively with coaches and QA to deliver on quality and performance
• Make recommendations on customer engagement initiatives
• Be proactive in all recruitment, induction and training, ensuring an environment where people want to work.
• Create an environment which supports a highly engaged team
Experience, Skills & Knowledge:
• 12 months demonstrable evidence of managing and coaching a Customer Service Team in a contact centre environment
• Previous experience of leading a Telecoms or Utilities Customer Service team preferred, but not essential
• Previous experience embedding and/or utilising digital customer contact methods (Webchat, two-way messaging etc) preferable
• Ability to identify Quality Assurance gaps, and evidence of successfully addressing the issues.
• Experience of effectively handling escalated queries.
• Excellent written and verbal communications skills at all levels. Flexibility in communication styles to accommodate individual colleagues & customers.
• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
• The drive and determination to improve our advisor’s knowledge in the role making it easy for our customers to deal with us.
• I.T. literate, knowledge of the effective use of Microsoft (Word, Excel PowerPoint), essential.
• Stable employment record with proven management experience.
• Strong Mathematical skills.
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.