Customer Service Centre Lead

7 months ago

Abingdon, United Kingdom RM Education Limited Full time

Overview:
**About RM**

RM is the leading supplier of technology and resources to the education sector, supporting schools, teachers and learners, enabling the improvement of educational outcomes worldwide. We work across the industry from pre-school to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

**The Role**

The Customer Service Centre is a new function, responsible for handling customer renewals and general enquiries. We require a passionate Lead to help us establish and set up this function, including developing its plans and strategies, and implementing effective team working, processes, operations, and relations with other teams around the business.

As Customer Service Centre Lead, you will be responsible for developing, leading and managing a team of customer retention specialists, customer service agents, and administrators, to ensure the effective retention of existing customers, and management of billing, cancellations, and general enquiries. Your primary objective will be to implement strategies and initiatives aimed at retaining customers, improving process efficiency, and maximizing customer satisfaction and loyalty. You will play a vital role in maintaining strong relationships with customers and driving revenue growth for the business. You should be comfortable to get hands on as part of the team where the need arises, and to help role model good practice.

Team activities include:

- Taking inbound calls and contact from customers wishing to discuss their contracts with RM.
- Encouraging customers to upgrade to e.g. multiyear deals.
- Handling customer concerns and issues, ensuring organisational response.
- Handling general enquiries, including passing them to other parts of the business where relevant.

**Responsibilities**:
**Leadership**
- Develop the strategy and plan for the Customer Contact Centre, working with the Head of Transactional Sales to ensure it aligns to the wider Transactional Sales Strategy.
- Build and develop your team, establishing effective ways of working across the function.
- Provide strong leadership and guidance to your team. Set performance standards and targets, monitor collective and individual progress, and conduct regular performance evaluations.
- Coach and mentor team members to develop their skills and productivity.
- Foster a positive, collaborative, and effective team environment and culture.
- Act as an escalation point for risk and issues not resolved by team members

**Process Establishment and Improvement**
- Lead the development and implementation of standard processes and procedures for the Customer Contact Centre
- Continuously assess and improve processes and workflows set up. Collaborate with our wider teams to ensure effective end-to-end operations, including customer onboarding, contract change, and retention procedures.
- Establish effective ways of working with wider teams within the organisation, and clarity around the role and purpose of the Contact Centre.
- Identify and implement automation and technology solutions to support and improve efficiency and effectiveness.

**Retention, Upsell and Renewals**
- Build, develop and execute strategies and processes to enable the retention of existing customers by understanding their needs, identifying potential issues, and addressing concerns.
- Work with the team to identify opportunities and means to upsell and promote multi-year contracts to existing customers. Present compelling value propositions, negotiate contract terms, and persuade customers to extend their commitment. Report on upsell opportunities and their outcomes.

**Issue Resolution**
- Enable the team to act as an escalation point for customer concerns, problems, or escalations. Listen actively, empathize with customers, and work towards prompt and satisfactory resolutions. Collaborate with relevant other teams to ensure timely response and resolution, and coordinate feedback to customers.

**Manage Large Customers**
- Take personal responsibility for large Trust connectivity customers and be the named contact for these larger customers.

**Reporting**
- Implement and report against a defined set of KPIs, utilising performance statistics to demonstrate progress and success within the function and identify improvement areas.

The role and its responsibilities can be expected to evolve across time.

**Experience**:
You will have experience of:

- Managing customer contact centre operations (or sales / retention operations managed in a similar way), ideally within a similar industry context
- Improving or establishing operations
- Building, developing and implementing new processes and procedures
- Leading change and development within a team
- Achieving sales and/or retention targets, and driving revenue growth

You will be:

- A strong collaborator, wil

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