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Head of Transformation

3 months ago

Hounslow, London, United Kingdom Penna Full time
● The successful candidate will be responsible for managing a team of customer service representatives and ensuring the team meets its performance targets

● Develop and implement strategies to improve customer service efficiency and effectiveness

● Train and coach customer service representatives on company policies and procedures

● Monitor and evaluate team performance, providing regular feedback and conducting performance reviews

● Address and resolve escalated customer complaints and issues

● Collaborate with other departments to streamline processes and improve customer satisfaction rates

● Create and maintain customer service reports and metrics

● Stay up-to-date with industry best practices and trends in customer service management

● Identify training needs and coordinate training programs for the team

● Drive a customer-centric culture within the team and across the organization.