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Customer Service Director
2 months ago
We are seeking an experienced Customer Service Director to join our team at FirstPort (UK). As a key member of our leadership team, you will be responsible for delivering a seamless customer experience, ensuring that our customers can effortlessly connect with us through their preferred channel and expect a First Contact Resolution.
Key Responsibilities- Lead, coach and motivate a team of Customer Service Specialists to deliver outstanding performance in all areas of the department.
- Ensure the team provides first-class customer service, putting customers at the heart of what we do and delivering a positive customer experience that results in a First Time Resolution wherever possible.
- Role model high levels of customer service and professionalism at all times.
- Direct involvement in the recruitment, selection, induction and ongoing skills development to attract and retain the best talent.
- Coaching and providing support to the leadership team through consistent team activities, 121's and personal development reviews.
- Line management responsibility for direct reports.
- Ensure performance metrics are consistently achieved, and appropriate actions taken to address any shortfall.
- Facilitate a culture of open and honest 2-way communication in order to develop a highly engaged team.
- Continually review and develop processes to reduce effort and optimise efficiency.
- Proactively monitor and react to workload and workflow to ensure the delivery of agreed service standards, productivity and KPIs.
- Provide senior support to the wider customer teams to deliver a high standard of delivery and performance.
- Manage case escalations within agreed timescales and in a professional manner, actively reducing escalation through real-time coaching and development.
- Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times.
- Ensure adherence to colleague standards including uniform, time-keeping, and general conduct.
- Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience.
- Work closely with all internal departments to identify and fix issues.
- A adoption of all company processes and procedures to ensure consistent levels of people management.
- Developing a continuous improvement culture to identify root cause of failures and propose improvement.
- Accountable for managing costs within area of responsibility to agreed budgets.
- Empowering teams to take ownership and encourage feedback to improve processes.
- Creating a positive, diverse environment, driving engagement and development across Customer Experience.
- Previous leadership experience in a multi-channel customer service / service excellence role.
- Strong customer and employee focus.
- Driving continuous development and improvement within your own areas of responsibility and for yourself.
- Ability to utilise data to drive performance.
- Excellent stakeholder engagement.
- Excellent organisation and administration skills.
- Seeking out opportunities by understanding root cause analysis.
- Confident, optimistic, articulate communicator – both orally and in writing; able to build influential and engaging relationships with all colleagues, from site-based colleagues to directors to stakeholders.
