Job Description
Are you:
* Looking for a customer service role that's out of the ordinary?
* Interested in a hybrid, flexible working week, with at least two days' work from home per week?
* Interested in joining our growing team of customer service diagnostics specialists who support leading bars, restaurants, hotels, festivals, stadiums, concerts, events, and keep our customers pouring?
* Skilled in customer care, working with customers and driving simplicity while providing solutions?
What's on offer:
* A competitive salary, DOE, for this full-time, permanent position.
* 23 days annual leave plus 8 bank holidays, totaling 31 days.
* Benefits including life assurance, BUPA healthcare, discounts from leading brands, welfare scheme, company pension with employer contributions, high-spec equipment for remote working, free parking, and social events.
* Industry-leading training with ongoing support and a structured career development path.
* Opportunities to suggest improvements and celebrate successes company-wide.
* Unlimited free premium hot and soft drinks.
* Working pattern: Week one: Mon, Tue 08:00-16:00; Wed 08:00-18:00; Thu and Fri 08:00-16:00.
* Opportunity to develop existing skills and acquire new ones.
Role responsibilities:
Supporting our Head of Customer Experience in leading our customer service team, driving excellence in support, and delivering a best-in-class service. You will oversee the Customer Care Team, ensuring engagement, quality standards, KPIs, and SLAs are met. Responsibilities include managing the end-to-end customer care lifecycle, raising awareness of customer issues, managing escalations, providing timely resolutions, reporting, root cause analysis, and coaching team members.
Candidate requirements:
* Management or leadership experience.
* Strong analytical and problem-solving skills, with data-driven decision-making ability.
* Excellent communication and interpersonal skills across all levels.
* Leadership and people management skills to motivate and inspire teams.
* Ability to work in a fast-paced, dynamic environment with multiple priorities.
* Experience managing customer care activities.
* Experience leading a contact centre or customer service function, ideally as a team leader or manager with a contact centre background.
* Proven success in driving customer service excellence and achieving KPIs and metrics.
#J-18808-Ljbffr