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Senior Customer Care Manager, Greater London
Client: Currys plc
Location: Greater London, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: f09369d1aea9
Job Views: 5
Posted: 03.03.2025
Expiry Date: 17.04.2025
Job Description:
Senior Customer Care Manager
Currys London Campus at Waterloo (LHO004)
Permanent
Full Time
Grade 5
We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.8 million Pay Monthly customers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers.
As the Senior Customer Interaction Manager, you will create and deliver a contact centre strategy which is aligned to the wider iD business strategy. You will be responsible for managing operational relationships to deliver an exceptional customer experience in all our customer contact channels. You will work with our partner manager and contact centre partner operations to set and achieve customer and commercial KPIs for customer service, social, complaints and sales and retentions channels.
Your team will support the channels with escalation resolution, incident management and change delivery, and will create and maintain processes, policies and training which empower agents to deliver first contact. You’ll maintain your knowledge of regulatory requirements for complaints, vulnerable customers and sales processes to ensure our treatment of those contact types satisfies our obligations.
Please note that the person in this role is expected to travel to South Africa twice per year and to Preston/Warrington (UK) up to four times per year.
Key Responsibilities:
* Create and implement the customer interaction channel strategy that achieves high levels of first-time resolution and satisfaction
* Own the relationship with retained teams, customer contact partners and partner management
* Work with the Commercial, Retention, Trading, Marketing and CRM teams to align your approach to delivering upon commercial targets
* Full year and ongoing rolling resource and budget plans. Working with the Currys and vendor planning teams, providing input and sign off for contact centre forecasting
* Improving complaints management, maintaining regulatory compliance and minimising our exposure to Ombudsman and Ofcom complaints
* Manage a team to provide insight and identify opportunities to improve processes, policies and training
* Work with the customer experience team to help identify, plan and implement customer communications strategies, fixing customer pain points and improving customer journeys
You will need:
* Customer Service and regulatory complaints management experience
* Good understanding of contact centre operations and respective sales and service KPIs
* Track record of setting contractual qualitative KPIs and building a high performing operation
* Experience of managing outsourced partners
* Experience in team management including developing colleagues
* Well versed in communicating and influencing to senior leadership level
* Strong interpersonal skills
We know our people are the magic ingredient in our success. That’s why we reward you with benefits that go deeper than just the day-to-day. They include:
* Private medical insurance
* Life Assurance
* Staff discounts and offers
Beyond that, we’ll be with you every step of the way, enabling you to get the most out of your role, grow your skills your way, and see your career develop in the way you want. Be part of our talented iD Mobile team and unbox your passion at the UK’s best-known retailer in tech.
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