Description
You will be responsible for ensuring that you and your team deliver outstanding service to our business customers. You will coach, motivate, monitor and review the performance of up to 14 (FTE) Customer Service Advisors, as they interact with customers, resolving queries and identifying selling opportunities, through inbound calls, email and chat. You will foster a supportive, fun and healthy environment, to allow your team to achieve individual and team Key Performance Indicators (KPIs). You will provide guidance on customer query resolution and on the use of the Customer Relationship Management (CRM) and other systems. You will encourage clear communication, information sharing and best practice across your team to develop staff and continuously improve the service. You will motivate your team to go the extra mile to enhance the customer experience, develop customer loyalty and grow our long-term customer base.
Responsibilities
1. Lead and motivate a team to deliver excellent customer service to our business customers.
2. Recruit and induct team members, provide or organise training and progress them through the probation review process.
3. Develop your team through the use of personal development plans, appraisals and monthly performance reviews.
4. Regularly coach and support your team to achieve KPIs, including cross sell and upsell targets.
5. Communicate company and...