In order to ensure that we have efficient and customer-focussed client support team you will work very closely with the client support team leaders and advisors to build lasting and trusted relationships. You will liaise daily with our operations, inventory and reverse logistics teams to help solve customer queries and also be able to handle escalated or complex calls with our clients and their customers.
Here's What You Can Expect To Be Doing
Our Senior Team Members provide essential support to the customer service team by helping to lead and develop their skills in answering all clients and customer calls. You will be focussed on providing a positive service and ensure that our advisors are able to answer all queries in the first call by providing the relevant training when new advisors start their journey. You will do this by;
* Effective coaching and training of team members
* Supporting our advisors to deliver a highly accurate and customer-focused service
* Ensuring that our service levels are met
* Taking responsibility for and maintaining and up to date knowledge on all client's processes and procedures including lead times and ensuring this is communicated to the team at all times
* Ensuring the team have the necessary skills and tools to be able to maximise delivery performance
* Keeping the team positive and motivated
* Dealing with escalated and complex client or customer queries
* Work in line with H&S procedures and lead by example in providing a safe environment. An understanding of basic H&S legislation is required
What Will I Be Expected To Deliver?
* Keeping the spirits in the team high and motivated
* Driving performance with an aim of delivering fantastic customer relations so we can achieve 93% telephone evaluation scores per quarter, per team
* Following our agreed procedures and processes
A Few Things About You
We are looking for a positive and motivational leader who really cares about the service we deliver to our customers. You need to be driven to achieve your KPI's while still remaining customer focussed, remembering that we always strive to make our customers happy. You need to be smart and bold enough to identify areas of improvement among the team and then use this to find solutions to improve the service that our advisors can offer.
Experience
Although a contact centre background is not essential for this role, you will need to have a clear understanding of customer service and have proven customer service and leadership skills. You will also have;
* Experience of communicating with a number of different departments via phone and email
* Experience of problem solving in a service setting
* Ability to work within a clearly defined process and follow defined procedures
* Evidence of times when you have "gone the extra mile" for your customers
* Evidence of motivational management or leadership skills
Skills
* The ability to listen to and understand our advisors and our clients
* Strong communication skills, especially on the phone or via email
* Able to resolve queries independently and in a positive way so that our customers are always happy
Technical
* Understanding of logistics is preferred but not essential
* PC literate - using word, excel and outlook
* Comfortable using in-house database systems
A Bit About Us
We may have started small, but we’ve always had very big ideas. We launched in 2000 and we just haven’t stopped; a years’ worth of achievements always seems more like three at AO.
Our customers and now our biggest advocates, and we’ve made millions of them happy. We’ve even launched in new territories throughout Europe. Sometimes we have to pinch ourselves.
But, we’re determined to be the best electrical retailer in Europe, and for that, you need to be driven. We need to be bold enough to try new things, and smart enough to see them through. We need to care about people, and we always like to have a little fun as we do it.
* 33 days holiday(including bank holidays)
* At least 5% contribution pension scheme
* Exclusive Staff Discount
* Enhanced Maternity, Paternity and Adoption Packages
* Make a difference days (x2 fully paid charity days a year)
* Share-save Scheme
To see all our benefits and perks, visit our AO Benefits page
#J-18808-Ljbffr