Our Assistant Managers play a critical role in our Customer Service division and are one of the key driving forces behind our customers receiving an exceptional experience, responsible for managing day-to-day service delivery tasks within our Hammersmith contact centre team, and enabling our other Assistant Managers to focus on coaching and development.
About the Role
As an Assistant manager, you will take full ownership for complex business as usual activities, system improvements, and projects. You will drive these projects and conversations to ensure all key activities and system improvements are delivered on time, taking ownership for communication updates with key stakeholders to ensure they are clear on the status of any initiatives.
Within this role, you will be responsible for the allocation and management of unassigned tickets across our Customer Service team, ensuring the correct work sits with the correct colleague, and providing in the moment support to advisors to ensure resolutions are found. You will monitor real-time performance metrics, service levels and shift priorities where necessary, working closely with the wider management and operational teams to rectify any shortfalls in service delivery.
As well as this, you will also:
* Lead daily and weekly performance reporting.
* Use a variety of systems to manage workflows and communications.
* Ensure data accuracy and timely updates across platforms.
* Work closely with Assistant Manager peer group to identify coaching opportunities for individuals.
* Take part in weekly management huddles and briefings to communicate performance insights.
* Approve exceptions, goodwill gestures, and policy-based decisions.
Depending on your role, you may be fully on-site or have a mix of on-site and home working – this is what we refer to as ‘Hybrid’. Our hybrid working policy allows colleagues to work from home for part of the week, with a minimum of three days on-site, depending on business needs.
Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role.
About You
To be successful as an Assistant Manager, you will have experience within the customer service industry, comfortable using CRM platforms and able to identify and address
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