Customer Care Manager
Description
Key Responsibilities
- Create and implement operational strategy, source equipment and manage customer service centre’s daily operation
- Utilise official sources of data to maximise performance against budget and customer experience
- Intake and assess customer complaints and triage to appropriate delegation for resolution
- Maintain and report on relevant Safeguarding and Accreditation requirements
- Set and review performance against targets
- Report and present on performance against budget, customer feedback and other relevant measures required to optimise performance and customer experience
- Identifying and resolving operational complaints with internal stakeholders to meet customer expectations and revenue targets.
- Optimise and manage stakeholder service levels against agreed criteria.
- Engage with and advise Field and Marketing team on matters relating to product awareness and customer service ensuring to drive incremental sales and optimise customer service.
- Monitor random calls to assess and improve the quality of staff performance
- Demonstrate and support SPCs values and behaviours within the work environment
- Model safe work behaviours always while displaying a preventative and proactive approach towards safety
- Provide leadership to all members of the Customer Service team.
- Work to achieve common understanding of and commitment to the delivery of the Team’s objectives.
- Provide feedback, coaching and mentoring to members of the team as appropriate
- Acquire and maintain the skills and knowledge to demonstrate competent performance for self and team