What will I be doing whilst in this role?
Responsibilities:
1. Day-to-day, end-to-end management of a Customer Service Advisor Team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
2. Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
3. Responsible for Quality Assurance of team outputs.
4. Management and implementation of strategic business changes and performance of the team.
5. Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
6. Being an advocate for McQueen's Dairies, feeding back on processes and policies, helping to identify opportunities for improvement.
7. Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
8. Serving as an escalation point for customer queries where needed.
9. Planning monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
10. Providing return to work meetings & conducting informal & formal investigations where needed.
11. Producing analytics for department meetings and demonstrating adherence to all KPIs.
12. Supporting team members with their personal development by arranging training and assisting with the onboarding of new members of the team.
13. Motivating your team to deliver results.
Salary: £29,556.80
Bonus: £100+ per week KPI Target based.
OTE: £35,000+
Working Hours: Monday - Friday 08:00 - 16:30 / 08:00 - 17:00
Customer Service Advisor
As a Customer Service Advisor within the Direct Debit arm of our business, you will work in a fast-paced environment, interacting with people through outbound and inbound calls, and you will be dedicated to delivering exceptional service with a smile.
Responsibilities:
1. Excellent customer service skills, with previous experience in a contact centre position highly desirable, dealing with inbound/outbound calls.
2. A proven record in upselling products with existing customers.
3. Strong negotiation and sales skills.
4. Ability to work both as a team and as an individual.
5. Ability to work towards office targets and KPIs.
6. The ability to use initiative and manage your time effectively.
7. Strong self-management skills.
8. Enthusiastic and passionate member of the team.
9. Knowledgeable on MS Office.
10. Ability to work in a fast-paced environment.
Salary: £12.05 per hour / £25,064 per annum - £30,000 OTE
Contract: Permanent
Working: Monday to Friday
Why Join Us?
Perks & Benefits:
* Pension: Secure your future with our comprehensive pension plan.
* Staff Discount: Enjoy exclusive discounts on our products/services.
* Weekly Pay: Get rewarded for your hard work every single week.
* Bonus Scheme: Earn extra rewards based on your performance.
* Incentives & Rewards: Exciting incentives and rewards to recognise your achievements.
* Free Onsite Parking: Hassle-free parking for all our team members.
* Career Development: Opportunities for growth and advancement within the company.
#J-18808-Ljbffr