Overview
This role involves monitoring performance through regular reporting, adapting resource plans in real-time, and driving service improvements through coaching, quality checks, and team development sessions. You\'ll also act as an escalation point for complex queries and work closely with the wider business to resolve issues and streamline processes.
Responsibilities
* Monitor performance through regular reporting, adapt resource plans in real-time, and drive service improvements through coaching, quality checks, and team development sessions.
* Act as an escalation point for complex queries and work closely with the wider business to resolve issues and streamline processes.
Qualifications
* Proven leadership experience in a fast-paced customer service environment
* A strong track record of developing teams and managing performance
* Adaptable, proactive, and resilient under pressure
* Excellent communication and interpersonal skills
* A collaborative mindset and the ability to build strong cross-functional relationships
* A commitment to continuous improvement and maintaining high service standards
Benefits
* 25 days\' paid holidays plus bank holidays
* A special day off for your or a loved one\'s birthday
* £500 paid towards a holiday of your choice
* A paid day to volunteer with a charity close to your heart
* A friends and family discount scheme
* Life assurance for your peace of mind
* Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts and more
* Exciting social events, including Christmas parties
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