Customer Experience and Operations Lead

2 weeks ago

London, United Kingdom BGRS Full time

Who is BGRS?

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview

**In response to the COVID-19 pandemic all interviews are being conducted virtually.

If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You'll Be Doing

General
- Acts as a customer escalation point for the team and client base, demonstrating an ability to calmly and effectively resolve challenges and create solutions in support of the customer experience while demonstrating exceptional interpersonal skills with a customer-centric mindset
- Monitor customer inquiry channels regularly to ensure resolution within the defined service level agreement (SLA) and implement any action plans based on survey results
- Ensure all service level data elements are timely and accurately entered into our operational database
- Ensure outlined Key Experience Metrics and customer/client SLA's (e.g. customer satisfaction, responsiveness) are met or exceeded
- Provide recommendations to enhance procedures and processes, based on trend identification and reporting of key metric and in alignment with business objectives
- Complete auditing and data quality review to ensure the accuracy of the team's work
- Ensure integrity of customer status and data by documenting requisite information in Zendesk
- With a continuous improvement mindset, identify opportunities for automation and improved efficiencies, work with the management team to implement
- Resolve technical issues and defects of varied scope and complexity
- Demonstrates openness, adaptability, positivity and receptiveness in order to full embrace change and adjust within a dynamic business environment
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognise that these behaviours empower and inspire positive action and promote innovation
- Ability to collaborate internally with customer support teams to ensure all customer needs are promptly met; must advise and coach direct reports on services provided by supplier partners and internal customer support teams
- Flexibility in work schedule may be required to support 24/7 business mode

People Management
- Coordinate and/or conduct training for all new hires and for employees on an ad hoc, as-needed basis
- Provide leadership and direction to a team of direct reports in a matrixed environment
- Guide the team to success through meaningful performance objectives that align with organisational strategy
- Provide employee feedback in weekly 1:1 sessions. Honestly evaluate, document and discuss each direct report's progress toward objectives and goals
- Support team in all aspects of their employment, including talent development, employee recognition, performance appraisals and also acting with immediacy for any areas for performance improvement
- Work with leadership and Workforce Management teams to ensure adequate staffing, delegation of work, resources, training and coaching
- Train and coach to BGRS's customer experience standards, assuring that both the new and experienced consultants on the team have the tools and resources needed to best operate in their roles
- Responsible for remaining current on mobility programs, and learning to understand available resources to support direct reports
- Responsible for translating expectations into manageable and relevant actions, effectively communicating and teaching others how to navigate technology, customer interactions, or day-to-day responsibilities

What You Bring to BGRS
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognise that these behaviors empower and inspire positive action and promote innovation
- University or college Degree preferred, or commensurate work experience
- Superior ability to identify and understand customer needs and address them in a timely manner
- Excellent written, verbal communication and interpersonal skills
- Ability to engage with clients in a supportive and confident manner as part of escalation management and resolution
- Exceptional customer service mindset in both proactive and responsive scenarios
- Background in omnichannel communication environment
- Digitally focused with dem

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