The company and opportunity:
My client is a well-known business that has been around for many years and is known to have an excellent culture.This role is responsible for enhancing, developing, and continual improvement of the voice-based/agent-assisted channels. This role also has responsibility for managing the end-to-end customer booking experiences so that we can deliver the right experience for customers when they arrive at a service location.
This role is based in Penrose and is full-time. This is an ongoing contract role as they are needing someone to fill the position until they find someone permanently.
Opportunitieslike this are highly sought after and dont come along often.
Some of your key areas of responsibility will include:
- Responsible for all non-digital customer contact channels and covers a range of high-volume Contact Centre activities across a multi-skilled Customer Service team.
- Channel development & Product Ownership (Systems & Tools) - The end-to-end booking process, ensuring that they have the right people, processes, and technology in place to resolve customers issues. To make the customer journey frictionless and that their problems are resolved with great care and ease.
- Key to this role is understanding how new technologies such as AI and digital can enhance the voice and people-based booking processes, and work with the Head of Digital Channels to ensure that an omnichannel experience is created for customers
- You will need to deeply understand the drivers of NPS and TNC (Total Net Conversion), ensuring you meet the customers needs and deliver high levels of opportunity conversions.
- Leadership of Customer Experience teams - Effective engagement with leaders across the business to ensure that the approach to Customer Journey through our business is consistent, relevant, and valued
- Vision and strategy -Develop a long-term contact centre vision strategy to evolve our contact centre Customer Experience across all brands and ensure the right capability and resource is in place to deliver on the desired strategy
To be successful in this role:
- Previous experience inContact Centre Management and the ability to deliver high levels of customer satisfaction
- Minimum 3 years experience operating at a middle management level
- Process and systems thinker able to identify efficiency and process improvements and drive compliance to SOPs
- Strategic thinking and business planning to identify appropriate visions and plans and deliver accordingly
- High level of verbal and written communication skills, including ability to communicate complex issues
- Ability to develop, manage and report against team budgets and forecasts
- Excellent English - written and verbal
- High attention to detail and accuracy
- Demonstrate excellent interpersonal, with strong written communication skills
- Strong leadership and professional skills, strong self-awareness
Whats in it for you'
There are many benefits to this role, including location, a great company to work for, and a competitive salary on offer!
If the above is ticking all of your boxes, please include a cover letter and apply now to find out more!
