Job Description:
About identi Group – Offering essential peace of mind
Welcome to Identi Group, the leading name in integrated pet identification and reunification services across the UK. Under the visionary leadership of Robert Diamond and with strong investment backing from Bridgepoint Group PLC, we have embarked on a journey to redefine the petcare industry.
Our mission is to revolutionise the way pet owners interact with pet identification and management, transforming it into a seamless and personalized experience.
With nearly 6 million registered pet owners, we understand the importance of offering more than just a basic service. That's why we're reimagining Identicare as a comprehensive pet care management platform, powered by a subscription-based model. This evolution will empower pet owners with tools and resources to better care for their beloved companions.
At Identi Group, we're not just in the business of pet identification; we're in the business of enriching the lives of pets and their owners. Join us on this exciting journey as we pave the way for a new era in pet care excellence.
Summary of Duties:
Leading a team of Inbound & Outbound Pet Protection Experts to manage Inbound calls with an emphasis on converting our basic membership customers into paid memberships and manage subscription pay fails.
Main Responsibilities:
* Lead and motivate your team to achieve individual and team targets, KPIs and SLAs
* Provide team support and be available to answer staff enquiries and customers escalations
* Conduct team huddles, 1-2-1's and performance reviews
* Work alongside the Learning and Development Manager to deliver coaching and feedback sessions to your team
Candidate Profile
* Contact centre experience
* Leadership/ Management experience
* Must be based in (or can easily travel to) York area
* Experience with pets useful but not critical.
* You must be highly driven to succeed, you'll be delivering coaching, supervising, motivating the team and analysing stats, looking at all the opportunities the team have to improve and grow.
* Must be able to portray:
o Brand personality –
if you meet us you'll like us
* Trustworthy
* Reliable
* Warm
* Engaging
* Kind/caring
* Friendly
o Values –
what matters to us will matter to others
* Pet People
* Kind and caring
* No limits
* Responsible
* For everybody
o Tone of voice –
it's not just what we say it's how we say it
* Empathetic
* Patient
* Positive
* Soft, Soothing and Calm
* Straightforward
* Everyday Language
Requirements
Able to work 37.5 hours per week, 5 day weeks
Job Type: Full time salaried position with bonus structure
Job Type: Full-time
Experience:
* Leadership: 1 year (preferred)
Location:
* York YO32 9LB (preferred)
Work Location: In person