Job Purpose:
To focus and drive the customer service team on being the best at what they do at all times, ensuring exceptional service excellence in customer account administration and customer support.
Duties and Responsibilities:
- Supervise and monitor the performance of the Customer Sales Support team to ensure 100% customer satisfaction.
- Ensure that all backorders are reserved in a timely manner.
- Ensure that all post delivery issues are investigated fully and in a timely manner, with credits being raised as appropriate.
- Responding to and handling customer complaints.
- Monitor the Grade of Service (GOS) for telephone calls and Webchat messages through Key Performance Indicator (KPI) analysis to ensure that all forms of contact are answered within performance parameters
- Ensure that claims are being raised with carriers within the required timeframes (per carrier), maximising the value of credit being paid to GS Yuasa
- Management of attendance times, staff holidays and staff breaks
- Carry out performance reviews and report to the Customer Service Manager on any issues or concerns raised and implement Performance Improvement Plans (PIPs) if necessary
- Carry out disciplinary reviews in accordance with the company handbook
- To liaise with YBSUK Regional Managers on all aspects of account administration
- Liaise with the Customer Service Manager regarding the Customer Sales Support team’s training needs
- To create, train, review and manage the Quality Management System (QMS) customer service work procedures
- Ensure that all customer associated documents and paperwork are being filed in the appropriate files
- Provide reports and KPI information to the Customer Service Manager and other department managers upon request
- Recruit and train new Customer Care Advisors as and when required
This is a summary job description and not in order or an exhaustive list. You should be prepared when required to undertake any work allocated to you by your manager.
Supplementary Duties and Responsibilities:
N/A
Personal Traits:
- Be sales driven with good commercial awareness and work ethic
- Be open minded, tolerant, flexible and strong when dealing with issues related to team members
- Be capable of delegating work fairly but with authority
- Have excellent interpersonal skills
- Have excellent listening and communication skills with a good telephone manner
- Be IT literate with a high numerate and literate level of competence
- Be a good team player
- Must be willing to learn new skills and take on extra responsibility when required
Experience and Qualifications:
- Educated to at least GCSE / NVQ level 3 standard
- NVQ Level 3 / 4 in Customer Service is preferable
- Must have proven experience in supervising and focusing a team to achieve specific Customer Service and sales driven targets
Pay: £35,662.40 per year
Benefits:
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home
Work Location: In person
