- Deliver excellent service across all channels in line with customer strategies and brand guidelines
- Multi-screen work, prioritising based on changing needs of the customer and business
- Record all interactions appropriately using prescribed tools and processes
- Promote Stagecoach services and digitals tools to Customers at every opportunity
- Escalate issues or highlight potentially contentious content to appropriate Teams/Departments/Operations Manager
- Handle escalated customer contacts from team, Op Cos/departments in the business, Op Cos
- Manage contactless queries raised by Op Cos that need technical or specific customer data
- Act as subject lead and technical expert for troubleshooting, crisis situations or new developments and projects
- Investigate any complaints arising from the service delivered by the Smartcard or other Op Co/departments within the business inc external partners
- Establish and maintain strong relationships with relevant stakeholders in each business area to ensure quick and appropriate resolution of contacts
- Identify and create opportunities to improve customer experience or ways of working through suggesting technical and/or process development
- Support wider customer experience improvement initiatives
- Day to day team support including holiday/absence management
- Planning and allocation of case workload
- Regular feedback that supports our culture of continuous improvement
- Identify training and support requirements
- Support Operations Manager to implement methods to support and develop team and supplier relationships
- Responsible for actively monitoring contact volumes, prioritising resource where required, escalating issues or concerns to Operations Manager as appropriate
- Daily checks on Customer Contact status; ensuring customers are receiving responses within SLAs
- Actively chase outstanding responses, identifying suitable escalation route within local businesses or other departments to ensure we meet our commitments to our customer
- Compile daily, weekly and monthly updates including volume of contacts by channel/platform, Op Co/Business Area, contact type, team productivity stats, escalations, SLA compliance
- Analysis of data to provide commentary around team performance, identifying and highlighting trends and key drivers to Operations Manager
- Regular monitoring of the quality of the team and suppliers to ensure standards are being met, identify areas for improvement, sharing best practice
- Establish and maintain a good working relationship with local contacts at each local business
- Develop and maintain strong links into other relevant teams and departments within the business (Tech and IT, Finance)
- Build relationships to ensure external suppliers (e.gEuclid and VIX) have a good understanding of our requirements, procedures and processes etc
- Role model and embed positive Stagecoach behaviours; ensuring that customers are at the heart of everything you do & making it easy for your team to understand the role they play.
- Inspire, empower, support and challenge your team in equal measures, and create a fun & engaging environment in which they can thrive and deliver brilliant customer experiences.
- Play a full and effective part in recruitment and L & D, so that we attract and retain the best talent.
Smart Card Team Leader - Perth, United Kingdom - Stagecoach Group
Description
Salary
Replacing T LSMART CARD TEAM LEADER ROLE
The most important skill you will possess is a passion for creating a culture where your people put the customer at the heart of everything they do; the standard to aspire to is where every single customer is treated as well as you would expect one of your own family to be.
Job Purpose
This role provides people focused operational leadership to a team of around 3 Smart Customer Engagement Advisors (SCEAs) whoare responsible fordelivering exceptional service to Stagecoach customers who 'contact us in a variety of ways across voice & digital platforms. You will motivate & inspire this team to be at the top of their game and deliver brilliant outcomes for both customer and business, by driving a culture where every customer feels listened to, understood,and treated like an individual. Using our outstanding technology, your team will use their technical skills to strive for the most effective first-time resolution.
Flexible, adaptable, and proactive; the Team Leader ensures that their people are able to respond effectively to changing customer needs, and tailor outcomes based on individual requirements – and you will work closely on a daily basis with our regional operational centres in order tofacilitate this.
You will help Stagecoach stay ahead of the game by encouraging your team to identify themes in their customer interactions, and you will cascade these to your Operations Manager & Head of Service Operations (HOSO) in order to drive improvement activity at company level - helping us find creative ways to make life easier for future customers who may encounter the same challenges.
Principal accountabilities
You will lead a team who will beusing multiple contact channels equally competently in order to deliver brilliant solutions to our customers. This will include traditional inbound voice calls and digital interactions across SMS, email, webchat and social media, and will also include outbound calling to both customers and regional operational centres. Over time, the role will potentially evolve to include outbound sales through service activity, so you should be equally familiar with outbound work.
Your normal working hours will be 37.5 hrs per week. You will be required to participate in a shift pattern which will include evening and weekend cover between the hours of 08:00 and 18:00 Monday – Sunday on a 5 week rotational basis 5 days out of 7, which this will be assigned to you in advance. You may be expected to work such additional hours as necessary to meet the needs of the business, subject to the limits prescribed by the Working Time Regulations or any relevant opt-out agreement.
Your key responsibilities will include: -
Customer and technical support (internal and external customers)
Team (and supplier) Supervision
Monitoring and reporting
Supplier/stakeholder engagement
Person requirements – qualifications, experience & competencies
At Stagecoach we recognise just how important skills and experience can be and and we are interested in people who have previous experience in leading teams within a contact centre environment, across extended trading hours and a 7-day working week. Preferably this experience will be in service, although candidates with a background in sales are equally welcome to apply. Relevant qualifications will also be considered as desirable.
Additionally, we would also expect the following: -
Stagecoach workplace culture is one where everyone can be themselves and where all the differences our people bring to the business are celebrated. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age.
Location:
Stagecoach Group Head Office 10 Dunkeld Road Perth PH1 5TW