Job Description
Job Description
The role is responsible for leading, coaching, and motivating a customer service team to achieve best-in-class customer satisfaction and performance outcomes. This includes driving resolution quality, managing performance through clear communication and coaching, supporting complex customer issues, and embedding a positive, inclusive team culture. The role also plays a key part in recruitment, operational delivery, workforce management, and identifying continuous improvement opportunities, with success measured through customer, colleague, and productivity KPIs.
Key Accountabilities and Decision Ownership:
Lead and Inspire Customer Facing Teams:
The role is responsible for leading, coaching, and motivating a customer service team to achieve best-in-class customer satisfaction and performance outcomes. This includes driving resolution quality, managing performance through clear communication and coaching, supporting complex customer issues, and embedding a positive, inclusive team culture. The role also plays a key part in recruitment, operational delivery, workforce management, and identifying continuous improvement opportunities, with success measured through customer, colleague, and productivity KPIs.
Key Accountabilities and Decision Ownership:
Lead and Inspire Customer Facing Teams:
- Lead and motivate the customer support team ensuring they have regular objective check ins and performance evaluations in line with standards.
- Provide coaching to team members in 'real time' and during dedicated coaching sessions.
- Foster a positi...
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