Description
Do you want to work for a company that goes the extra mile for its customers, colleagues and communities? Are you resilient, efficient, and productive? Can you lead by example? If so, then why not join our family.
At Iceland, we value, recognize, and celebrate all colleagues for their good work. We pride ourselves on being team players who can work collaboratively with others. We offer some great opportunities for career progression and development, alongside a competitive salary and a great benefits package.
Overall Purpose:
The purpose of the Customer Support Manager is to manage the Deeside Support Team leaders and oversee the day to day running to ensure they work within the agreed SLA and maintain a high-quality service in supporting customers and store colleagues.
What the job entails:
1. Manage the Customer Support Team leaders, ensuring all teams remain in SLA
2. Ensure tone of voice is in keeping with the brand, promoting engagement and brand loyalty
3. Ensure the team remain engaged and motivated to maintain SLA.
4. Liaise with marketing re: post issues, competitions, PR responses.
5. Provide template responses in keeping with the established tone of voice following significant changes to the business i.e. delivery slot charging, delivery threshold changes, Over 60 discount etc
6. Monitor quality of responses, case handling and productivity
7. Conduct regular one to ones with each team leader to monitor, develop and improve performance.
8. Provide updates to the teams on the latest promotions and trade changes
9. Work with the Training Development manager to ensure a training and refresher schedule is in place
10. Provide updates to the Senior CX Manager on operational challenges and support with the implementation of system and process improvements
11. Support the Customer Care function with the provision of insights and reporting to the business
12. Working one in three weekends
Skills:
13. Ability to work in a fast paced environment whilst making commercial decisions
14. Make strategic decisions to manage the workload for the team.
15. Identify & prioritise high risk contacts that may impact the brand negatively.
16. Strong leadership skills
17. Clear communicator
18. Ability to build and maintain relationships with key teams and departments.
19. Able to be flexible and prioritise workload
20. Efficiently plan and coordinate teams
21. Strong Excel skills
22. Experience with reviewing productivity and workload reporting