Customer Operations Excellence Manager

1 week ago

Wales, United Kingdom Newport City Homes Full time

Vacancy: Customer Operations Excellence Manager

Closing Date: 5thth July 20024

Shortlisting Date: 12st July 2024

Interview Date: Week Commencing 15th July 2024

Salary: £37,782.27

About the vacancy:

  • Identify and deliver process improvements / automation across Customer Service Operations in coordination with stake holders.
  • You will be responsible for the efficient and effective delivery of customer focused first-point-of-contact services to customers across all touch points, encouraging and supporting customers to self-serve through the use of digital technology.
  • Analysis of key data and reports to drive focus on performance assurance and improvement across various operational departments.
  • Embedding Knowledge Management across customer service team.
  • Launching Service Excellence Initiatives and improve productivity by eliminating waste steps in processes. Highlight process gaps and implement process improvement to reduce repeat and reactive contacts.
  • Auditing Calls, Email, Chats, and any other interactions and Measuring Customer Service Advisors quality and share feedback.
  • Documenting new hire training module for CX team.
  • Managing performance and relationship of out sourced call centre for Out of Hours support.
  • Working closely with Customer Service Manager to manage day to day operations and help improve overall efficiency. Preparing dashboard and working with data and digital service teams to automate dashboards.
  • Analyze top call drivers and repeat callers to share insight and process improvement with relevant process owners.
  • You will be documenting all processes in customer experience function to ensure colleagues are trained and follow the right processes.
  • You will be responsible for monitoring real time and historical data, analysing that data and taking appropriate action to ensure a seamless and continuous service to our customers.
  • Manage Customer Service Operations in absence of Customer Service Team Manager
  • Responsible for supporting the head of customer experience with ensuring compliance with governance arrangements, establishing and leading projects, and task and finish groups. Responsible for reports presented to the appropriate teams or committees within the association for the customer experience function.

Specifically, as a Customer Operations Excellence Manager you will:

  • Support cross team working to build a 'one team' approach to remove duplication and waste work and increase collaboration.
  • Manage, coach, mentor and develop the team and managers to deliver a consistent and efficient service
  • Manage your area(s) to deliver optimum performance, positive customer and business outcomes and value for money

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