Greater Brighton and Hove Area
A driven, highly organised professional with a breadth of experience in performance management and staff development. Currently working in a Customer Relationship Management role for a commercial arm of one of the largest volunteer-led charities in the UK. Key Skills & Qualities: - Line management responsibilities for small and large multi-faceted teams (ranging up to 20 FTE) - Developing high performance teams through a focus on culture, training and upskilling of staff - Track record of change management and delivering the highest standards of customer service - Creating high performance teams by implementing clear and sustainable frameworks - Establishing and maintaining effective relationships with key stakeholders - Communicating in a clear, concise and authentic way - Managing relations, contracts and negotiation with suppliers
- Creation and implementation of the contact centre (omni-channel) customer service framework - Be the voice of the customer to ensure customer/member-centricity is baked into the trading and business decision making processes - Develop, deploy and oversee new strategies around customer service/member experience - Building out the support platform to ensure we are launching new channels for customers, whilst engaging change management techniques with all users affected - Drive departmental service level agreements and Key Performance Indicator compliance - Manage the end to end Returns process, strategy and staff performance - Deliver staff training, utilising quality monitoring and data analytics - Provide customer data and feedback to the business ensuring a customer-centric approach - Manage relationships with key third parties/suppliers such as Zendesk, Trust Pilot and Yotpo - Line management responsibilities for up to 20 members of staff (including supervisors) - Ensure strong inter-departmental relationships are maintained - Research and implement new systems/software to enhance customer experience - Working on data, insights and customer feedback to drive improvements to the business
Dual site role managing two separate contact centre functions, across two directorates. - Handling furlough/redundancy processes with staff during pandemic period - Mass recruitment across both teams, as the business recovered from the pandemic - Embedding a high performance culture with clear KPI's & SLA's for the head office team - Creation of the contact management framework - Implementation and ongoing management of Zendesk
- Analysing a large volume of sales data to identify specific trends and areas for development - Creating weekly reports with commentary, for senior management, covering team performance - Daily quality monitoring to ascertain training needs for sales team of 30-60 advisors - Delivering two-day intensive training program for induction of all new recruits - Producing structured performance improvement plans for underachieving advisors - Carrying out large quantities of 121 training to provide concise actionable feedback - Supporting the management team with building and presenting training modules for the wider business
- Generating complex staff and activity rotas as part of a larger master rota - Working closely with other department managers to ensure effective resource management - Overseeing and reviewing the training programme being delivered in the sessions - Managing a team of 6 instructors with varying levels of ability and experience - Responsibility for the wellbeing/health & safety of everyone undertaking the activities