Join to apply for the Customer Operations Team Leader role at UCC Coffee UK and Ireland
As an organised individual with a passion to deliver first‑class customer service, you will be responsible for the day‑to‑day management of the Customer Liaison and Call Centre team, by monitoring and improving the quality and efficiency of services delivered to national account customers, through effective technical and people management skills to ensure call volumes and service level agreements are monitored and achieved.
The Role
* Develop objectives for the call centre’s day‑to‑day activities, monitor and evaluate all phone activity and ensure excellent customer service is delivered at all times.
* Ensure Call Centre Operatives (team of 9) utilises the service‑management system fully, recording coffee machine location, contact details, opening hours, fault and priority of call.
* Pro‑active approach to managing key accounts via the Customer Liaison team (team of 5).
* Promote the phone fix troubleshooting process and, if no solution is available, manage engineer scheduling in collaboration with the planning team.
* Ensure all customer requests and emails are processed in a timely manner adhering to agreed service level agreements.
* Proactively build, manage and motivate your team whilst driving continuous improvement.
* Extract and interpret statistical data and track key performance indicators for your team and key customers.
* Take ownership of problems, make decisions and resolve issues.
* Create daily/monthly reports of customer escalations, analyse trends and share findings with the Service Operations Leadership Team.
* Represent your area of the business and present relevant data/trends in bi‑weekly leadership meetings.
* Analyse and manage resource requirements across the teams, to drive efficiency and maximise resource coverage.
The Person
* Call Centre management experience gained in a fast‑paced technical environment.
* Proven experience of leading teams inclusive of development/coaching, one‑to‑ones and performance management.
* Experience presenting detailed data at a mid‑management level.
* Excellent customer service skills with proven knowledge of evaluation metrics.
* Outstanding communication and interpersonal skills.
* Ability to work under pressure and handle challenging situations.
* Proficient in MS Office and call‑centre software programmes.
* Flexible approach to work (required to work 1 in 5 weekends + occasional bank holiday cover).
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