Salary £29,556.80
OTE £34,000.00
Working Hours: Monday - Friday 08.30-17.00 - Office Based
Free on site parking
What will I be doing?
Responsibilities:
* Day-to-day, end-to-end management of a Customer Service Advisor Team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
* Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
* Responsible for Quality Assurance of team outputs.
* Management and implementation of strategic business changes and performance of the team.
* Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
* Being an advocating for McQueen's Dairies, feeding back on processes and policies, helping to identify opportunities for improvement.
* Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
* Serving as an escalation point for customer queries where needed.
* Planning in monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
* Providing return to work meetings & conducting informal & formal Investigations where needed.
* You will be required to produce analytics for department meetings and demonstrate adherence to all KPIs.
* Support team members with their personal development by arranging training and assist with the onboarding of new members of the team.
* Motivating your team to deliver results.
#INDMP