Smart Card Team Leader

7 days ago

Perth, Perth and Kinross, United Kingdom Stagecoach Full time

Salary
Replacing T L

SMART CARD TEAM LEADER ROLE

The most important skill you will possess is a passion for
creating a culture where your people put the custome
r at the heart of everything they do;
the standard to aspire to is where every single
customer is treated as well as you would expect one of your own family to be.

Job Purpose


This role provides people focused operational leadership to a team of around
3 Smart Customer Engagement Advisors ( S C E As) who a re responsible for delivering exceptional service to Stagecoach customers who ̃ contact us in a variety of ways across voice & digital platforms.

You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feel s lis tened to, understood, and treated li ke an individual.

Using our outstanding technology, your team will use their technical skills to strive for the most effective first-time resolution.


Flexible, adaptable, and proactive; the Team Leader ensures that their people are able to respond effectively to changing custom er needs, and tailor ou tcomes based on individual requirements - _and you will _work _closely _on a daily basis _with our regional operational centres _in order to _facilitate _this.

_


You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Operations Manager & Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.


Principal a ccountabilities**
Your key responsibilities will
include: -
̄

Customer ̄and technical support ̄(internal and external customers) ̄ ̄

  • Deliver excellent service across all channels in line with customer strategies and brand guidelines ̄ ̄
  • Multiscreen work, prioritising based on changing needs of the customer and business ̄ ̄
  • Record all interactions appropriately using prescribed tools and processes ̄
  • Promote Stagecoach services and digitals tools to Customers at every opportunity ̄ ̄ ̄
  • Escalate issues or highlight potentially contentious content to appropriate Teams/Departments /Operations Manager ̄
  • Handle escalated customer contacts from team, Op Cos/departments in the business, ̄ ̄ Op C os ̄
  • Manage contactless queries raised by Op Cos that need technical or specific customer data ̄
  • Investigate any complaints arising from the service delivered by the ̄Smartcard ̄or other Op Co/departments within the business inc ex ternal partners ̄
  • Establish and maintain strong relationships with relevant stakeholders in each business area to ensure quick and appropriate resolution of contacts ̄
  • Identify and create opportunities to improve customer experience ̄or ways of working ̄through ̄suggesting technical and/or ̄process development ̄
  • Support wider customer experience improvement initiatives ̄ ̄
Team ̄(and supplier) ̄Supervision ̄

  • Day to day team support including holiday/absence management ̄
  • Planning and allocation of case workload ̄ ̄
  • Regular feedback that supports our culture of continuous improvement ̄
  • Identify training and support requirements ̄
  • Support Operations Manager t o implement methods to support and develop team ̄and supplier relationships ̄
Monitoring and reporting ̄

  • Responsible for actively monitoring contact volumes, prioritising resource where required, escalating issues or concerns to Operations Manager as appropriate ̄ ̄
  • Daily checks on Customer Contact status; ensuring customers are receiving responses within SLAs
  • Actively chase outstanding responses, identifying suitable escalation route within local businesses or other departments to ensure we meet our commitments to our customer ̄
  • Compile daily, weekly and monthly updates including volume of contacts by channel/platform, Op Co/Business Area, contact type, team productivity stats, escalations, SLA compliance ̄
  • Analysis of data to provide commentary around team performance, identifying and highlighting trends and key drivers to Operations Manager ̄
  • Regular monitoring of the quality of the team ̄and suppliers ̄to ensure standards are being met, identify areas for improvement, sharing best practice ̄ ̄
Supplier/stakeholder engagement ̄

  • Establish and maintain a good working relationship with local ̄contacts at each local business ̄
  • Develop and maintain strong links into other relevant teams and departments within the business (Tech and IT, Finance) ̄
  • Build relationships to ensure external suppliers ̄( e.g Euclid and VIX) ̄have a good understanding of our requirements, procedures and processes etc ̄

Person requirements - qualifications, experience & c ompetencies**
Additionally, we would also expect the
following: -

  • Role model

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