Social Community
2 months ago
**The Role**:
- Oversees the organisation of the team’s daily workload and re-allocating workload based on business needs and Service Level Agreements
- Ensures all operational activities such as order processing, customer returns and backorders are managed and completed daily.
- Sets daily goals and motivates team to achieve these goals. Re-aligns goals during several check-ins throughout the day to track advisor performance
- Foster a result driven environment leveraging agent strengths & using gamification techniques, to meet & exceed department targets
- Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one touch responses and reduce response times, queue times and resolution times across all channels
- Responsible for overseeing the scheduling of the teams shift rotation, assigned tasks and coverage for peak season and holidays
- Maintains a high level of service awareness by acting as a point of contact for advisors. Assists with system-related queries and provides guidance on ticket/live chat/WhatsApp and social handling
- Encourages the team to take ownership of tickets and resolve customer inquiries at first contact
- Ensures advisors accurately categorize all tickets in contact management system for business reporting - potentially delete as this falls under scorecard quality?
- Conducts monthly 1-2-1s and provides real-time and constructive feedback to ensure their continued development
- Monitor and evaluate agent quality of tickets, chats and social cases to ensure agents are meeting pre-defined quality criteria. Ensuring coaching and training is provided as a result of any gaps in knowledge
- Organising and holding quality calibration session to align with all members of management.
- Determine areas of improvement to overall customer experience, providing regular updates of issues through agent and customer feedback
- Displays a customer centric approach at all times whether interacting with the customer directly or assisting the team with customer enquiries
- Acts as a confident third point of escalation for customer complaints
- Leads by example in all areas including customer contacts, behaviours, workload and product knowledge of beauty is a nice to have
- Acknowledges and addresses staff issues such as lateness or absence.
- Supports UK Manager with retention and succession of advisors by assisting with new hire onboarding and identifying training needs of the entire team. Creates, updates and maintains onboarding, training and reference documents for the team
- Flags any unusual incident or recurrent issue that would have a negative impact to the customer experience to internal departments or external business partners such as the distribution centers and payment providers. Follows up on existing issues consistently until resolution is reached
- Participates and communicates effectively during advisor weekly catch ups and weekly team and interdepartmental meetings
- Communicates all outstanding issues to UK Manager in a timely manner for support in expediting a solution
- Collaboration skills required. A strong communicator when presenting to other stakeholders in the business; particularly reactive to any trends/issues.
- Attending weekly meetings and feeding back to the department.
- Directly leading and managing senior agents, working together to achieve a highly performing team
- Monitors productivity ensuring the team are consistently hitting KPI targets
- Confident with difficult conversations/performance reviews, working individually with team members to coach and encourage consistency and a higher level of performance.
- Highly adaptable, resilient and reactive to a fast paced environment
- Oversee the organisation and responsibilities of both the Social Community Coordinator, and Social Community Moderator & Proactive Engagement agents on the team. Also, working closely with the US Social Community Coordinator to ensure best practise in overseas team social community team.
- Proactively monitors each social community agent’s performance, to encourage independent learning styles and ownership of their role - reporting agent performance updates to the UK Customer Care Operations Manager.
- Confident to lead the conversations with third party vendors to better the online community presence we have as a brand; identifying clearer ways to always be bettering our way of working as a team.
- Experience using reporting tools to monitor customer contact trends on social to feedback to wider team and business.
- Able to build strong relationship with internal teams such as Social, PR and Legal. Ensuring the Customer Care agents are always briefed ahead of any key business milestones that may result in an uplift of customer contact across our social platforms.
- Adaptable and reactive to all community trends we may have in response to social content posted.
**Requirements**:
- Sincere, patient, resilient, adaptable and extremely positive attitude
- A data
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