Customer Service Assistant Manager
hace 1 día
**Job Requirements**The role is ultimately to inspire and motivate the team to deliver great service to our customers with a focus on quality conversations
Be a main point of support and escalation for the team for complex customer enquiries, showing your ability to always have our customers at the front of mind while protecting our brand and reputation
Act as a role model, taking ownership and accountability of quality, coaching and performance, constantly finding ways of improving the service to deliver a strong customer experience
Act as a role model, taking ownership and responsibility to support the contact centre performance daily and support CS Managers to develop our associates to deliver a great experience to all our customers, always finding ways of improving the day to day service levels and resolving customer contacts in a one contact resolution approach where possible
Be an ambassador for Customer Service, building the brand and reputation as well as your own by leading by example
**Key Responsibilities**
- Being present and available to the team to role model our leadership competencies and cultural factors
- Motivate and empower associates through recognition and driving a culture of listening to great ideas and empowering them to make decisions
- To actively lead by example - demonstrating the flexibility and adaptability to support the team by taking ownership of cases when needed
- Support with delivery of huddles and team briefings/meetings making them engaging and informative
- Conduct coaching sessions to support your team
- Support CS Operations Manager to help with individual and team performance regularly
- Identify talent and calibrate with your CS Operations Manager to build a strong succession plan
- Support CS Operations Manager to focus on extra coaching/training for some individuals that may need it and support with onboarding making all associates feel welcome and valued from the start
- Manage a small team of associates once out of training
- Have an in-depth understanding of the responsibilities, activities and processes to deliver service every day
- Support the CS Operations Manager in the recruitment of the team
- Ability to understand operational reporting and how to use it to manage the operation efficiently
- Collating feedback of consistent issues being encountered by both customers and associates
- Proactively problem solving, identifying risks that may impact service or customer experience
- Adhere to customer confidentiality guidance, data protection legislation and risk procedures
- Drive your own development and keep up to date development plan with evidence of achievements
- Drive your own learning understanding your strengths and weaknesses
**Key Skills, Knowledge and Experience**
- Native Catalan and Castilian (Spanish) speaker with strong proficiency in Business English
- Experience of Leading a customer facing team in Sales or Customer Service
**Job Specifics**
- Onsite position based at our Madrid Office
- Full-time contract 37.5 hours per week
- Working on a shift basis within our opening times of 09:00 - 21:00 GMT, Monday to Sunday (rotational shifts)
- Travel to the UK for 2 week’s initial training with occasional travel each year after this
Please submit your CV in English
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