Customer Experience Team Lead
- Recruiter
- Hochanda
- Location
- Peterborough
- Salary
- 19000.00 GBP Annual
- Posted
- 03 Aug 2021
- Closes
- 14 Aug 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Taking direction from the Customer Experience Manager, as a team lead you will manage your team to deliver an outstanding customer experience. You will lead, coach and support your team to maximise productivity and ensure all KPI's are met while you ensure that escalated customer queries are dealt with fairly and efficiently.
Key Responsibilities & Accountabilities:
- Manage the call centre day to day to ensure we have adequate cover for shows and events during peak times.
- Responsible for the team of customer service advisors on shift, providing support and guidance
- Train, coach and develop the call centre team, from new employee onboarding to providing training on new events or suppliers.
- Takes responsibility for escalated customer complaints, deals with complaint calls with the aim to deliver first contact resolution.
- Ensure that all forms of customer communications platforms are responded to within the agreed service level agreements, including social media, customer service emails, Feefo,
- Carry out monthly advisor 1:1's providing feedback on an individual basis, feed into the annual appraisals.
- Carry out advisor quality monitoring on all communication platforms.
- Promote and encourage Upsells within the team, ensure upsell information is relevant, up to date and is offered by all.
- Ensure that all manual payments and system details are complete within the agreed time scale and that GDPR, PCI safe handling procedures are always followed.
- Be the first line escalation point of contact to resolve customer queries, questions and complaints. Cancel orders or items when escalated keeping track of the reasons for cancellation. Ensure the use of customer credits and good will gestures are controlled and recorded.
- Will assume additional responsibilities to support the growth of Hochanda, the call centre and the call centre team, Supports the Customer Experience Supervisor when required.
Skills/Competencies required:
- Strong ability to motivate others
- Ability to communicate at all levels via various channels - telephone, email and face to face.
- Ability to multi-task effectively through accurate planning, prioritisation and utilisation of own time and that of the team.
- Ability to handle complaints and difficult situations in a patient, calm and effective way.
- Continuous improvement minded with the ability to implement best practices.
- A good team player
- Attention to detail.
- Ability to work well under pressure.
- Strong organisational and time management skills.
- Computer literacy and a knowledge of Microsoft Office.