Customer Success Team Leader

3 months ago

Manchester, United Kingdom OneVoice Digital Ltd Full time

**Job Title**:Customer Success Team Leader

**Reports to**:Customer Success Manager

**Background Information**

OneVoice Digital aims to build digital products and services that create engaging experiences for communities of common interest. OneVoice Digital delivers TOTUM, formerly the NUS extra card, to over a million customers. TOTUM is an all-encompassing discount platform that connects membership groups (Students, Professionals, Apprentices) with discounts from big brands across the UK.

**Job purpose**

Working closely with the customer success manager to help maintain an efficient support function across multiple membership platforms; TOTUM, UnionCloud & ISIC. Tasked with overseeing the day-to-day performance across the support team, helping to improve and expand on new support content & initiatives, all while delivering a first-class customer experience.

**Key Responsibilities**

1. Handling support escalations.

2. Monitoring team/helpdesk performance.

3. Helping to create support content.

4. Supporting TOTUM partner organisations.

5. Assisting with training and mentoring new starters.

6. Dealing in a supportive, friendly, and professional way with a variety of customer queries.

7. Actively supporting the wider OneVoice Digital team by triaging queries on new product features and benefits.

8. Assist with, conduct, and improve business customer implementation processes.

**Specific Duties and Activities**

1. Supporting 3 Digital Support executives with level 1 support escalations, providing guidance where necessary or analysing live issues for further escalation/resolution.

2. Monitoring reports and daily support stats, ensuring KPIs/SLAs are being met. Reviewing support articles and Bot performance to analyse areas for improvement.

3. To ensure that enquiries and public content are responded to in line with pre-agreed service level agreements, in a polite, upbeat, and friendly manner.

4. Acting as the first point of contact for professional/online course and apprenticeship providers, responding to their account support queries and assisting with any opportunities to drive sales.

5. Ensure that all interactions with our associates are supportive of OneVoice Digital’s relationship with its stakeholders, responding appropriately to any issues and notifying the relevant relationship lead of any concerns raised by stakeholders.

6. Maintaining CRM systems with associates’ data.

7. Creating and updating FAQs, canned responses, Bot responses and internal processes.

8. Reviewing new support opportunities and features for implementation.

9. To understand the TOTUM tone of voice and ensure that all responses are in line with the TOTUM brand personality.

10. To follow an escalation process if a customer has a complex or technical enquiry.

12. Identify and undertake all necessary duties and activities to deliver the role’s responsibilities, alerting the Customer success manager to any barriers encountered and contribute to the successful resolution of any issues.

**Shared Duties and Activities**

1. To assist other members of OneVoice Digital departments as required.

2. To develop and maintain excellent relationships with internal and external contacts including (but not exclusively): line managers, staff and officers involved in digital product usage.

3. To undertake any other reasonable duties or projects as required by your Line Manager.

4. Be committed to, and champion, Arrk/OneVoice Digital's shared cultural values, aims and mission.

**Qualifications and Experience**
- Minimum of 5 GCSE at grade C or above or equivalent qualification including maths and English
- Minimum 3 years’ experience of working in a customer/member support role.
- Experienced user of Freshdesk or Zendesk customer service platforms
- Understanding of SLAs, KPIs and basic functionalities of customer support software

**Knowledge**
- Developed knowledge of customer satisfaction software packages
- Knowledge of social networks (Instagram, Facebook, Twitter)
- Knowledge of working in an IT product environment

**Skills**
- Excellent written and verbal communication skills, including spelling and grammar.
- Analytical and able to identify areas to improve the CS function efficiency.
- Strong IT skills including working knowledge of Microsoft Office products.
- Excellent time management, organisation and prioritisation.
- Receptive to training with a desire to learn.

**Attitudes**
- Helpful and sympathetic to customer needs
- Natural problem solver
- Excellent attention to detail
- Organised, able to manage multiple helpdesk tickets at one time
- Sensitive and diplomatic
- Ability to work independently as well as part of a team
- Commitment to the creation of an environment that promotes equality of opportunity whilst recognising and valuing diversity.
- Commitment to OneVoice Digital’s Mission, Vision and Values & Beliefs.
- Commitment to excellent standards of customer care.
- To go about the role in a

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