Customer Care Team Lead - Manchester, United Kingdom - Amplifon Group

Amplifon Group

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Amplifon Group is world leader in the distribution, fitting and personification of hearing solutions.

With around 9,200 stores and nearly 19,000 people worldwide, Amplifon distributes technologically advanced hearing aids and provides its customers with customized cutting-edge solutions in 25 countries worldwide with a revenue for around € 2 Billion Euro.

In the UK we have our main office in Manchester (M22 5WY). Our business locally currently accounts for at about 110 shops and over 300 employees.

For our local Retail Excellence team, lead by Massimo Mengali, we are looking for a
Customer Care Team Lead (office-based with remote working up to 9 days a month).

Main responsibilities:

Lead
Customer Care team operations and ensure effective management of c ustomer Complaint Resolution, Customer Review platforms and webmail & Refund process
Lead Store support processes for internal stakeholders (i.e. ticketing system management)
Work with the team to directly resolve the most complex complaints with customers.
Carry out regular quantitative and qualitative analysis to monitor team performance and measure customer experience and satisfaction
Third party vendor management
Identify any opportunities to drive an improved customer experience and minimise administrative requirements.
Develop, communicate and monitor key SLA to support overall customer delivery e.g. refunds, complaints, query resolution.
Provide suggestions and actions to improve service regularly to the Retail Excellence Manager, the Call Centre Manager and the wider Back Office Team.
Ensure clear and decisive communication channels between stores and customer care team.
Drive performance of team through continuous feedback and review processes, resulting in excellent business support and customer service.
Be proactive by working with the Sales team (Area Managers and Sales Director)
Work with the L&D team on complaints of clinical nature
Produce reporting for Leadership Team level
Monitor the Amplifon APP helpline and ensure first line enquiries are handled
Ensure the process are followed correctly and in a timely manner for B2B partners & Advertising coupons

Skills:

3/5 years' experience within customer care
Excellent knowledge of MS Word, Excel, PowerPoint
Strong organizational and analytical skills
Resolution focus on service delivery / exceptional customer service
Great communication skills both written and verbal
High sense of initiative and selfmotivation

What we offer:

A permanent contract with salary in the range of 23k 28k gross per year + performance based bonus + benefits
A working atmosphere in which you are given responsibilities from day one that enable you to further shape a growing organization.
Investment in your development through education, training and workshops.
Working at an inspiring, international company with great career opportunities (also internationally).

'#IND1'