Customer Experience Lead

2 months ago

StratforduponAvon, Warwickshire, United Kingdom Axis Europe Full time
Job Description

Role Summary

The Customer Service Operations Manager will be responsible for overseeing the day-to-day operations of the customer call centre, ensuring that service delivery meets the highest standards. This will involve managing the performance and behavior of Customer Service Advisors, as well as supporting the handling of complaints. The successful candidate will be a strong leader, able to motivate and develop their team to achieve excellent customer service and productivity.

Key Responsibilities

  • Manage the call centre operations, ensuring that service delivery meets customer expectations.
  • Lead and develop a high-performing team of Customer Service Advisors, focusing on coaching and development to achieve excellent customer service and productivity.
  • Support the handling of complaints, working closely with the Client Liaison Officers to resolve issues and improve customer satisfaction.
  • Monitor and report on customer service KPIs, identifying areas for improvement and implementing changes to enhance service delivery.
  • Collaborate with the operational teams to ensure a seamless service delivery, working closely with the Administration Team Leader to manage the Client Liaison Officers.
  • Support the delivery of business change initiatives, ensuring that customer service is at the forefront of all changes.
  • Develop and implement training programs to enhance customer service skills and knowledge, ensuring that all Customer Service Advisors are equipped to deliver excellent service.
  • Monitor and manage mail inboxes, ensuring that all email contact is responded to within agreed contractual timescales.
  • Support the recruitment and selection of new Customer Service Advisors, ensuring that the team is equipped to deliver excellent customer service.
  • Conduct regular call quality assessments, providing feedback and coaching to improve service delivery.
  • Address underperformance through Performance Improvement Plans, working closely with the Customer Experience Manager to ensure that all Customer Service Advisors are meeting expectations.

Requirements

  • Proven experience of managing within a customer services call centre environment.
  • Strong leadership and management skills, with the ability to motivate and develop a high-performing team.
  • Excellent customer service skills, with a focus on delivering exceptional customer experiences.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement changes.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Knowledge of customer service and call centre metrics, with the ability to analyze data and make informed decisions.
  • Proven experience of working in a busy environment, delivering successful outcomes within challenging deadlines.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for career development and progression.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.

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