Customer Service Lead/manager - Chichester, United Kingdom - Steria Recruitment

Steria Recruitment

Verified Company

Chichester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Lead and coach the Client Contact Team to achieve the successful completion of all core campaign activities ensuring adherence to KPIs.

Act as a leading member of the Client Management team, building relationships with all internal customers and stakeholders to deliver their objectives of increasing engagement and supporting the conversion of opportunities.

Drive process and strategy changewithin the team to yield ever increasing return on effort.

Provide regular data driven analytics and recommendations to the business delivering a true Rolls-Royce Experience to our internal & external clients via CCT.

A key co-ordination point and Centre ofCompetency to the central CCT at Goodwood and Regional CCT hubs (US,CN,JP,KR)

Be the Rolls-Royce hub of informed customer insights.

Key accountabilities:

Leadership of Client Contact Team (CCT) members, managing tasks, training & performance of the team ensuring adherence to KPIs.
Drive process and strategy change within the team to yield ever increasing return on effort.
Act as Global COC and guide to regional CCTs (or Service Providers)
Lead the relationship between CCT and key stakeholders across the global business, championing CCT services.
Manage the inbound work schedule and timing plan with key stake holders.
Manage, maintain and communicate CCT activity landscape within the team and to internal customers.
Provide regular data driven analytics and recommendations to the business.
Lead the development and refinement of work tools/systems.
Represent the CCT operation in relevant Circles e.g Data Circle.
Ensure all CCT Work tools (CRM/Telephony/marketing) fit for purpose.
Development and maintenance of CRM for operational use & Management reporting.
All client communications inbound & outbound via the department to the highest level.
Responsible for Process management
Accurate maintenance of all existing reporting and process documentation.
Client data collation and recording accurately driving data quality improvements from regional & dealer network.
Liaising with key stakeholders on CCT Projects particular focus on systems and work tools.
Support of all assigned campaign delivery.
Proactive interdepartmental knowledge and "best practise" sharing.
Input to flash reports for management visibility.
Reporting development and creation both bespoke and existing.
Collect and maintain information and prepare weekly and monthly status reports.
Ensure that a benchmark client relationship is delivered achieving high levels of trust and understanding.
Manage relevant compliance checks to ensure adherence to data protection and business policy.

Requirements:

Degree or equivalent in a Business Management/Technical systems/Marketing discipline.
Good level of experience leading teams in Luxury/ Automotive call centre environment. Ability to lead a multi skilled team.
Expert skills in Creating Dashboards, campaigns & reporting tools in CRM (Preferably Salesforce)
Technically curious to identify & learn new systems & digital marketing tools making recommendations to the business.
Clear communicator with ability to translate data into concise management dashboards & briefings.
Be extremely consumercentric, understanding how modern luxury works, turning strong understanding into usable consumer insights.
Experience in managing & working with data analysis
Accuracy and attention to detail
Good team player and ability to work independently.
Experience using & creating reports in CRM tools.
Produce recommendations and identify opportunities from data to deliver strategic targets.
Excellent presentation skills.
Ability to work internationally across different cultures.
Fluent English (written & verbal) other languages are desirable including Arabic, Japanese, Chinese, Russian) but not essential.
Good interpersonal skills.

Intelligent Resource is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.