Customer Growth Assistant

2 weeks ago


London, United Kingdom British American Tobacco Full time

.

**ROLE PROFILE**

**GRADE**:G33

**JOB TITLE**: Customer Growth Assistant

**EXTERNAL JOB TITLE**:Customer Growth Assistant

**FUNCTION**:Marketing

**SUB FUNCTION**:UK eCOM

**CITY & COUNTRY**:Chiswick, UK

**ROLE SUMMARY**

**What are the key objectives and expectations from this role?**

KEY OBJECTIVE:
Ensure key day to day Customer Care operations are delivered to high standard, ensuring all SLAs are met and required support is provided to UCC.

EXPECTATIONS:

- Be the main point of contact for day to day escalations from our outsource partner, UCC.
- Provide detailed overview daily on the contact volumes and reasons for customer contacts
- Manage and resolve customer escalations where needed
- Ensuring all high-level complaints are reported within SLA to relevant BAT stakeholders
- Monitoring NPS and review cases to ensure these are handled as per process and managed to standard
- Tracking customer returns & refunds to ensure these are being actioned timely by UCC

**Reports to**

Customer Growth Executive

**Number of Direct Reports
**0

**Core Relationships**

**Internal **-** **Ecommerce, IDT, Activation Planning, Own retail, Supply Chain and Area D2C team

**External **- Marketing and CRM technical support agencies

**Geographic Scope
**Local**:
**Travel Required**

Minimal

**ACCOUNTABILITIES**
- Main point of contact for our outsource partner, UCC. Ensuring smooth delivery of customer care operation day to day
- Daily evaluation of the key contact reasons from our consumers - identifying and escalating any key issues and trends to the relevant teams
- Manage customer escalations from UCC - ensuring these are resolved and tracked
- Daily reporting of highest risk complaints (adverse events) as per BAT processes
- NPS and Reviews - Daily management and spot checking of NPS and Review related cases to ensure these are being actioned and responded to as per agreed process with UCC.
- Tracking returns and refunds to ensure these are being actioned within a timely manner - liaising with BAT Finance, Supply Chain teams and UCC.
- Subscription Management - Be the key point of contact for any Subscription related queries - supporting UCC to ensure uninterrupted subscription service
- Daily point of contact to assist with any escalated issues received from BAT Supply Chain
- GDPR and Local legislation compliance

**EXPERIENCE, SKILLS, KNOWLEDGE**

**ESSENTIAL**

**Experience Required**
- At least 3 years Customer Care/Service experience
- Experience in working in or with call centres
- Case Management - Working with CRM systems and case logging and reporting
- Quality Assurance - Case monitoring, scoring and reporting

**Technical / Functional / Leadership Skills Required**
- Salesforce Marketing Cloud(desirable)
- Complaint handling/Management
- Proficiency in Microsoft Applications (Excel/Powerpoint)
- Coaching / Team development focus

**Education / Qualifications / Certifications Required**
- Customer Care/Service Experience
- Experience working with/in call centre environment (beneficial)

**BENEFICIAL**
- _ SalesForce_
- _ Magento_
- _ Tonic_
- _ SubscribePro_

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