Overview
Location: Epsom
The Role
Lead the Customer Experience Centre team through the restructuring and launch of online account management for some aspects of customer service requirements.
Build, manage and continuously improve the Omni-channel customer contact centre through a multi-skilled, shift based team.
Take overall responsibility for the delivery of industry leading customer services.
Responsibilities:
Customer Experience Centre transformation
- Define and oversee delivery of the resourcing, working practices, processes and systems required to underpin the Customer Experience Centre
- Support and coach team members and colleagues during transformation process
- Develop relevant Key Performance Indicators, including service / early arrears levels
- Introduce customer event based surveys and act on continually improving outcomes
Team Leadership
- Lead the Customer Experience Centre team, implementing regular one to ones, team meetings and other management outcomes as required
- Own and continuously improve a comprehensive skills & capability matrix, aligning team resourcing with customer expectations
- Own the completion of development plans, appraisals, objectives and other management tasks for self and team
- Build, manage, coach, motivate and develop the Customer Experience Centre team
Management and other tasks:
- Contribute to the review and development of the Customer Outcomes & Experience Strategy
- Own the Policies and procedures manual for the Customer Experience Centre, ensuring all outputs are reviewed by the business owner are up to date & reviewed regularly
- Own the day-to-day management of the Customer Experience Centre budget
- Deputise for members of the Customer Outcomes & Experience Management team as directed