Smart Card Team Leader

4 months ago

Perth, 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 ¯ ¯
- Multi-screen 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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