Head of Customer Service
4 weeks ago
Create a coaching culture at all levels.
- Provide regular mentoring sessions (weekly) to the senior management team.
- Define Team leaders’ ways of working centered around coaching and development to drive customer experience and achievement of client driven SLAs.
- Upskill the team leaders in coaching and industry best practices related to performance management.
- Support the Team leader development program to enable coaching for success, with practical deployment of skills learned on the program.
Be the voice of the Customer:
- Be the interface with 2LOD to ensure objective alignment.
- Review current induction training from customer experience, regulatory and specifically complaints driven perspective. Revising training to become client specific and further upskilling.
- Review Academy and upskill program including providing requirements for creation of material.
- Define annual training requirements off the back transformation work for items such as complaints ways of working, scripts to call guides.
Operational effectiveness whilst delivering enhanced customer experience.
- Create a robust capacity planning process linked to resource requirements.
- Support Complaint eradication program.
- Develop a robust RCA framework, implemented across all aspects of the operation.
- Review and change all current calls scripts to reflect customer focus and improve effectiveness.
- Support operational understanding of SLAs and Service level credits, aligning operational targeting to help delivery.
Reporting to:
- Customer Operations Director.
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Head of Customer Service
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Head of Customer Service
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Romford, United Kingdom HCLTech Full timeCreate a coaching culture at all levels.Provide regular mentoring sessions (weekly) to the senior management team. Define Team leaders’ ways of working centered around coaching and development to drive customer experience and achievement of client driven SLAs. Upskill the team leaders in coaching and industry best practices related to performance...
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Head of Customer Service
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Romford, United Kingdom HCLTech Full timeCreate a coaching culture at all levels.Provide regular mentoring sessions (weekly) to the senior management team. Define Team leaders’ ways of working centered around coaching and development to drive customer experience and achievement of client driven SLAs. Upskill the team leaders in coaching and industry best practices related to performance...
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Head of Customer Service
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Romford, United Kingdom HCLTech Full timeCreate a coaching culture at all levels. Provide regular mentoring sessions (weekly) to the senior management team. Define Team leaders’ ways of working centered around coaching and development to drive customer experience and achievement of client driven SLAs. Upskill the team leaders in coaching and industry best practices related to performance...
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Head of Customer Service
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