Customer Service Process and Quality Lead

£35,000 | London | Permanent
Posted 3 months ago

Customer Service Process and Quality Lead

Our client based in London require a Customer Service Process and Quality Lead to provide the following skills and knwledge:

* Ensure that our customer service partners are delivering exceptional customer experience by monitoring all customer touchpoints on a regular basis, including: calls, emails, webchat transcripts, social media, Community, NPS surveys, CSAT, trouble tickets and customer complaints
* Provide feedback and coaching to partners against agreed quality scorecards and metrics.
* Carry out regular calibration sessions with the partners to collectively measure customer contact examples as part of an on-going scoring and improvement programme.
* Identify process, training and policy gaps and produce required updates to documentation and supporting briefing documents for the service operation to use with service advisors

* Responsible for creating and owning processes, policies and training material, including process mapping and ownership of online hubs

* Identify business and experience improvement opportunities and work with the relevant stakeholders to introduce change to benefit our customers and partners

* Organise working group meetings with stakeholders to share findings and proposals for change; using influencing skills to obtain sign off for proposed policy changes where necessary

* Help monitor incoming customer feedback through social media, NPS surveys, CSAT, trouble tickets and customer complaints to help drive improvement and vendor performance
* Be the Subject Matter Expert to support the customer service partners with high escalation cases

* Keep vendors up-to-date with any changes within MVNO, updating internal WiKi regularly to keep all Customer Service teams informed of processes, changes, issues and upcoming events

* Be aware of relevant legislative requirements including Data Protection Act and Ombudsman Services for Communications to help support the customer service and wider iD teams.

* Provide input to the customer experience forum and use output to drive and prioritise improvement activities
* Assess quality of end to end customer journeys and efficiency of internal support processes for customer service functions and recommend improvements
* Provide regular reporting on improvement plans, review framework, delivery and results, including customer service functions and recommend improvements
* Report on a weekly basis to the business on performance vs. targets across all key CS metrics

* Ad-hoc tasks and projects as required by the business

* Quality performance of all customer service teams against agreed quality scorecard
* Training, process and policy updates, maintenance, review, and briefing with stakeholders
* Improvement feedback to relevant stakeholders and partners to address customer painpoints and improve the overall customer experience
* Coaching, training support and subject matter to support customer service teams
* Support for the delivery of the overall customer experience strategy via our service channels

* Experience within a customer, process and quality driven environment
* Experience of driving change in a Customer Service environment
* Feedback and coaching experience advantageous
* Demonstrates an ability to diagnose problems and rapidly put corrective actions in place.
* Ability to map journeys and processes
* Ability to support key stakeholders to ensure that all strategies are grounded in reality, focused on the customer and are deliverable by the operation
* Ability to effectively prioritise and execute varied tasks with different deadlines
* Excellent written and verbal communication skills,
* Interpersonal skills including ability to form strong working relations with our offshore vendors
* Mobile Telecoms experience an advantage but not a must
* Computer literate across MS office package, with emphasis on Excel
* Highly numerate

* Customer focused
* Passionate about the customer, technology and new trends
* Attention to detail
* Great communicator
* Proactive and driven
* Regular travel to vendors and partners, including offshore sites

Full detailed job spec available so please call today.

For more information about this role, please contact:

Shane Hickmott
01892 553247

See Shane Hickmott's jobs
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