Job Details
Typical Responsibilties
- Be expected to know your company’s products and policies and be able to communicate it effectively to other members of staff.
- Be an active member of the customer service escalation & support team.
- Help build positive customer relations to meet client expectations and lead by example.
- Staff Appraisals.
- Training and development of the team.
- Operational responsibility for the team including ensuring invoicing is carried out in an efficient and timely manner.
- Holding regular on-to-one meetings with team members to review and action workload.
- Produce monthly reports to the customer service team manager on the status of all works responsible for the team including PPMs, faults, follow ups and invoicing reports.
- Daily management and support of the team.
- Have knowledge and competency of all software management systems, including Portal and dashboard systems.
- Attend weekly meetings and progress meeting with the Team Manager, Operations Manager and/or Service Director.
- Monitoring and management of KPI’s.
- Managing daily escalating matters, complaints and providing support to customer service team members, and ensuring continuous improvement with account issues, assisting the Team Manager, Operations Manager, Service Director.
- Managing any client complaints prior to escalation.
- Any other duties commensurate with your position.
