Find More Than 10K+
United Kingdom Jobs

.

GRADE: G33

JOB TITLE: Customer Growth Assistant

EXTERNAL JOB TITLE: Customer Growth Assistant

FUNCTION: Marketing

SUB FUNCTION: UK eCOM

CITY & COUNTRY: Chiswick, UK

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

• 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

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

.