Customer Care Team Lead
21 hours ago
Retail Customer Care Manager plays a critical role in managing a team of Customer Service Advisors, ensuring sales growth and efficient administrative processes.
Key Responsibilities
Recruit, coach, mentor, and develop Customer Care Advisors. Conduct regular 1:1s, mid-year, and yearly appraisals. Work closely with the Retail Director of Sales to maintain and develop sales of our clients' products. Develop and review service procedures and processes to improve efficiency. Engage in projects to enhance the customer journey and experience. Accurately report and analyse KPIs. Root cause analysis and eliminate costs caused by inaccurate performance. Ensure company processes are up-to-date with Terms & Conditions and customer contract agreements.
Requirements
Proven leader with excellent verbal and written communication skills. High organisational ability, time management, and problem-solving attitude. Experienced at training and developing direct reports. Strong influencing and persuasion ability, industry experience, analytical skills, and attention to detail.
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