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 & Development Team to deliver coaching and feedback sessions to your team
Candidate Profile
* 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.
Brand Personality
if you meet us you’ll like us
* Trustworthy
* Reliable
* Warm
* Engaging
* Kind/caring
* Friendly
Values
* Pet People
* Kind and caring
* Responsible
* For everybody
Tone of Voice
* 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
#J-18808-Ljbffr