Malta
A self-motivated, confident and well organised person, with the energy and enthusiasm to be successful in my chosen career. Credibility to represent the high standards of the company and flexible to meet these needs. Effective communication skills both verbally and written. The ability to think clearly and quickly about situations and have an eye for detail along with the ability to identify critical issues and prioritise. A strong team player willing to assist and committed to providing excellence at all times.
Working with the COO and the Customer Services leadership team to develop and execute the customer service elements of our Customer Operations strategy aligned to the overall PPB strategy. •The development of a team structure to best achieve this strategy. •Designing and implementing a clear customer service proposition. •Influencing the broader organization by providing feedback and analysis of customer insights. •Create product, messaging or process changes in order to anticipate and solve common customer issues •Execute against this plan whilst at the same time ensuring delivery of Betfair and Paddy Power customer service KPIs, including answer time, first time resolution and NPS targets. •Driving efficiency across all aspects of the customer service function, including cross skilling, continued improvement in the use of technology, etc. This includes the continued integration of the WFM tool and ensuring additional benefits from sharing best practice (and operations if relevant) with our respective international businesses •Managing key stakeholders – Internally: management teams across Customer Experience, pp.com, Online Marketing in addition to ensuring effective operational relationships with the Technology, Risk, HR and Finance functions; Externally: 3rd party suppliers/vendors •Being an expert in the Contact Centre space •Identify strong successors and develop this individual’s skills via coaching and expansions of experience and responsibility •Training & Staff development. Identify high performers and work with them to achieve their goals, including internal moves/promotions. Identify underperformers and work on PDP plans to get them back on track, and identify others that need to stretch their abilities. Be accountable for fostering a culture of respect, change and learning amongst the teams COMPETENCIES & SKILLS
Reporting directly into the Customer Service Manager, my duties include • Responsible for the achievement of all daily, weekly and monthly KPIs and for identifying roadblocks in achieving these and tactical planning around mitigating these risks. • Responsible for the tactical structuring of the team to support an efficient achievement of these KPIs as well as support any additional team activities and responsibilities. • Responsible for the direct people management, coaching and support of my assigned group of Team leaders including the completion of regular meetings, one to ones and performance reviews and management. • Accountable for ensuring excellent levels of people management from the Team Leader group to the agent/ Escalation management team level and also supporting the team leaders in day to day and ad hoc HR activities. • Accountable for the smooth delivery of customer escalations including reviewing the escalation process and identifying scope for increased efficiency, as well as acting as a point of escalation for Team Leader escalations. • Develop and sustain strong relationships with other lines of the business who directly interact with CS. • Foster and champion a customer first culture within support teams
Daily management of the Telbet Operation and effective staff scheduling and optimization of agents working hours. Effectively managing under-performing staff and ensuring high performance values are instilled across my team. Forecasting and planning for the department’s future. Supporting the implementation of new products and implementing rollback plans. Dealing with customer escalations and resolving customer disputes.
Commercial Underwriting Maintaining day to day contact with clients Manage a £3 Million commercial fleet account Comprehensive underwriting knowledge of Fleet, Motor trade and private motor insurance Obtaining new business Liaising with clients and brokers Basic knowledge of Combined commercial products
Building relationships and gaining clients trust Marketing properties to their full potential Advertising Seeing sales through to completion A sound knowledge of all properties across all Plymouth branches to ensure the right sale Communicating with customers and listening to and meeting their needs