Job Ref: 214248471

Date: 2021-07-21 09:45:36

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To lead the Customer Care team on a day to day basis. This person will need to motivate and develop advisers to create a highly capable and engaged team where achievement is recognised and rewarded.

* Development and implementation of a strategy that delivers an efficient and scalable customer service model that facilitates the rapid growth expected within the market.

* Building a strong culture of coaching and development, to deliver on our customer promise.

* Managing an inbound Contact centre, looking at efficiency together with a customer focus and all of the associated KPI’s.

* Building the best customer support team in the industry, including hiring, training and supporting the team as it grows.

* Monitoring KPIs and customer feedback, and using the data to inform, develop and execute continuous improvements as well as measure performance.

* Able to take a pragmatic approach to customer service by making decisions that benefit both the customer and the business.

* Producing, maintaining, and reviewing processes and procedures, and identifying ways of working smarter.

* Work towards empowering customers to self-serve and therefore deflect contacts

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