Customer Growth Assistant

Customer Growth Assistant London, England

British American Tobacco
Full Time London, England 10.56 - 12.04 GBP Today
Job description

.

ROLE PROFILE

GRADE: G33

JOB TITLE: Customer Growth Assistant

EXTERNAL JOB TITLE: Customer Growth Assistant

FUNCTION: Marketing

SUB FUNCTION: UK eCOM

CITY & COUNTRY: Chiswick, UK


ROLE SUMMARY

What are the key objectives and expectations from this role?

KEY OBJECTIVE:

Ensure key day to day Customer Care operations are delivered to high standard, ensuring all SLAs are met and required support is provided to UCC.


EXPECTATIONS:


  • Be the main point of contact for day to day escalations from our outsource partner, UCC.
  • Provide detailed overview daily on the contact volumes and reasons for customer contacts
  • Manage and resolve customer escalations where needed
  • Monitoring customer care performance through regular Quality Assurance of contacts (email, live chat, telephone)
  • Ensuring all high-level complaints are reported within SLA to relevant BAT stakeholders
  • Monitoring NPS and review cases to ensure these are handled as per process and managed to standard
  • Tracking customer returns & refunds to ensure these are being actioned timely by UCC


Reports to


Customer Growth Executive


Number of Direct Reports

0


Core Relationships


Internal
Ecommerce, IDT, Activation Planning, Own retail, Supply Chain and Area D2C team

External – Marketing and CRM technical support agencies


Geographic Scope

Local


Travel Required


Minimal


ACCOUNTABILITIES

  • Main point of contact for our outsource partner, UCC. Ensuring smooth delivery of customer care operation day to day
  • Daily evaluation of the key contact reasons from our consumers – identifying and escalating any key issues and trends to the relevant teams
  • Manage customer escalations from UCC – ensuring these are resolved and tracked
  • Quality Assurance – analysis of agent telephone, email and live chat conversations and feedback provided to UCC with areas for improvement outlined
  • Daily reporting of highest risk complaints (adverse events) as per BAT processes
  • NPS and Reviews – Daily management and spot checking of NPS and Review related cases to ensure these are being actioned and responded to as per agreed process with UCC.
  • Tracking returns and refunds to ensure these are being actioned within a timely manner – liaising with BAT Finance, Supply Chain teams and UCC.
  • Subscription Management – Be the key point of contact for any Subscription related queries – supporting UCC to ensure uninterrupted subscription service
  • Daily point of contact to assist with any escalated issues received from BAT Supply Chain
  • GDPR and Local legislation compliance


EXPERIENCE, SKILLS, KNOWLEDGE

ESSENTIAL


Experience Required


  • At least 3 years Customer Care/Service experience
  • Experience in working in or with call centres
  • Case Management – Working with CRM systems and case logging and reporting
  • Quality Assurance – Case monitoring, scoring and reporting


Technical / Functional / Leadership Skills Required

  • Salesforce Marketing Cloud(desirable)
  • Complaint handling/Management
  • Proficiency in Microsoft Applications (Excel/Powerpoint)
  • Coaching / Team development focus

Education / Qualifications / Certifications Required

  • Customer Care/Service Experience
  • Experience working with/in call centre environment (beneficial)


BENEFICIAL

  • SalesForce
  • Magento
  • Tonic
  • SubscribePro


.

Customer Growth Assistant
British American Tobacco

https://careers.bat.com/
London, United Kingdom
Tadeu Marroco
$10+ billion (USD)
10000+ Employees
Company - Public
Consumer Product Manufacturing
1902
Related Jobs

All Related Listed jobs

piping designer
Andromeda Systems Philadelphia, PA 124551 - 93523 USD ANNUAL Today

Andromeda Systems Incorporated (ASI) has opportunities for experienced aircraft structural engineers capable of detailed stress analysis to...

Data and Analytics Specialist
UBS London 51888 - 64793 GBP ANNUAL Today

We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Design, coordinate, and implement analytical business

Starbucks - Shift Supervisor - Greengate Stafford
Starbucks Stafford, England 11.4 GBP HOURLY Today

Follow Starbucks operational policies and procedures on every and each shift to ensure quality beverages and products consistently for all customers.

Locum junior doctors for NHS (Core Trainee/ST1&2, (formerly SHO) FY1&FY2)
Medecho Ltd Liverpool, England 50 - 60 GBP HOURLY Today

Must have valid right to work. In order to be considered for this post applicants will need full GMC registration, enhanced DBS.

bartender
Condado Tacos Ann Arbor, MI 30 - 25 USD HOURLY Today

Condado: Bartender Compensation: $25-$30/hr (including tips) About Condado Tacos: Born in Columbus Ohio, Condado Tacos is a fast-paced,...