Customer Experience Manager Leeds, England
Liberty Global
Full Time
Leeds, England
26033 - 58229 GBP ANNUAL Today
Job description
About us
Egg; We're on a mission to make clean energy easier for everyone. We take pride in our promise to do what's right by our people, customers, and planet – it's basically why we get up in the morning. Across charging, solar, storage and business, our ambition remains the same: inspiring a clearer path to clean energy.
Egg B2B; Transforming businesses, sustainably
Liberty Global; is a world leader in converged broadband, video, and mobile communications services. We deliver next-generation products through advanced fibre and 5G networks that connect 85 million subscribers across Europe and the United Kingdom. Our consolidated businesses generate annual revenue of more than $7 billion, while our joint ventures in the U.K. and the Netherlands generate combined annual revenue of more than $17 billion.
Liberty Global Ventures; Our global investment arm, has a portfolio of more than 50 companies across content, technology, and infrastructure, including strategic stakes in companies like Plume, ITV, Lions Gate, Univision, the Formula E racing series and several regional sports networks.
Job Description
- Coaching: To act as a coach and mentor for their team, while also communicating essential company messaging. Team leaders should both assess the performance of their team and guide and motivate them to improve.
- Motivation: To motivate their team and encourage them to drive performance.
- Performance Management: To understand both the quantitative and qualitative aspects of performance, and to clearly explain performance and its drivers to all relevant parties.
- Communication: Act is an interface between department management and customer care agents, ensuring good communication.
- Customer Focus: To use their deep understanding of all our customer journeys, and help agents gain an empathetic understanding of customer needs to assist in driving customer service levels.
- Behaviours: To model the behaviours we expect from customer care agents.
- Standardisation: To maintain an awareness of the department beyond just their team, to ensure there are standardised ways of working across Customer Care.
Key Responsibilities & Tasks
Department-level Responsibilities:
Ensuring that established processes are adhered to (both remotely and on site) and ensure that teams and agents follow a standardised approach.
- Supervise the running of a safe and efficient operation, working within guidelines to help ensure that established processes are adhered to (both remotely and on site) and that teams and agents follow a standardised approach.
- Be an SME for critical customer operations systems to maximise process efficiency and customer engagement.
- Provide shift and time management, including approval of annual leave.
- Attend the daily and weekly stand-ups and operations calls, reporting on performance and communicating across the department.
- Manage breaks and lunches in line with realtime customer demand requirements.
- Manage escalated issues from agents and the shared team leader mailbox, escalating to the head of customer care as required.
- Support or lead on specific projects as required.
- Provide operational performance reporting as required to relevant parties. This can be expected to be the head of operations, demand forecasting / planning, and realtime functions.
Team-level Responsibilities (Managing a team):
- Drive for a culture of continuous improvement through KPI management and process review.
- Run weekly team huddles with the team to update them on business news, review metrics and set focus areas and targets.
- Maintain a Skills Matrix for the team & review regularly to identify skills gaps. Use the skills matrix to organise agent skills development to ensure that the team has adequate skills available to match anticipated volumes of case types.
- Be responsible for supporting with hiring process and have the authority to accept or reject prospective hires into their team.
- Onboard and monitor new staff through their probationary period.
- Manage team absences and return to work requests.
Agent-level Responsibilities (Managing individuals):
- Organise and run weekly group and individual training sessions for agents, focussing on how their actions impact KPIs and setting them individual performance targets.
- Identify training needs and organise and/or deliver training to develop skills.
- Undertake disciplinary and related tasks in conjunction with HR support.
Other key interfaces (Working with peers and other business functions):
- Have regular contact with planning (at least weekly), aligning on forecast demand and our requirements for headcounts, hiring, training, overtime, annual leave, etc. This is based around the weekly ops meeting.
- Have daily contact with realtime analysis, aligning on managing our answer rates and wait times, through intra-day management of breaks, lunches, training etc.
Knowledge & Experience
- Experience managing a team, preferably in a contact centre environment
- The ability to effectively motivate and performance manage teams in a fast-paced environment
- Interpersonal skills with the ability to develop effective relationships at a variety of levels both within the team and with the client and customers.
- A high level of organisational, planning and time management skills.
- Experience driving quality in a customer-facing environment
- Excellent communication skills.
- Experience in a coaching or mentoring role
- Results-orientated and target driven.
- Computer literate (Outlook / Word / Excel).
Liberty Global
http://www.libertyglobal.com
London, United Kingdom
Michael T. Fries
$10+ billion (USD)
10000+ Employees
Company - Public
Cable, Internet & Telephone Providers
2005
