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Customer Service Process and Quality Lead

  • Location: London, Greater London, England
  • Salary: £25,000 to £35,000
  • Type: Permanent
  • Posted: 160 days ago
  • Company: IQ Talent Centre

Customer Service Process and Quality Lead

Our client based in London require a Customer Service Process and Quality Lead to provide the following skills and knwledge:   

  • Ensure that our customer service partners are delivering exceptional customer experience by monitoring all customer touchpoints on a regular basis, including: calls, emails, webchat transcripts, social media, Community, NPS surveys, CSAT, trouble tickets and customer complaints
  • Provide feedback and coaching to partners against agreed quality scorecards and metrics.
  • Carry out regular calibration sessions with the partners to collectively measure customer contact examples as part of an on-going scoring and improvement programme.
  • Identify process, training and policy gaps and produce required updates to documentation and supporting briefing documents for the service operation to use with service advisors
    • Responsible for creating and owning processes, policies and training material, including process mapping and ownership of online hubs
  • Identify business and experience improvement opportunities and work with the relevant stakeholders to introduce change to benefit our customers and partners
    • Organise working group meetings with stakeholders to share findings and proposals for change; using influencing skills to obtain sign off for proposed policy changes where necessary
  • Help monitor incoming customer feedback through social media, NPS surveys, CSAT, trouble tickets and customer complaints to help drive improvement and vendor performance
  • Be the Subject Matter Expert to support the customer service partners with high escalation cases
    • Keep vendors up-to-date with any changes within MVNO, updating internal WiKi regularly to keep all Customer Service teams informed of processes, changes, issues and upcoming events
  • Be aware of relevant legislative requirements including Data Protection Act and Ombudsman Services for Communications to help support the customer service and wider iD teams.
  • Provide input to the customer experience forum and use output to drive and prioritise improvement activities
  • Assess quality of end to end customer journeys and efficiency of internal support processes for customer service functions and recommend improvements
  • Provide regular reporting on improvement plans, review framework, delivery and results, including customer service functions and recommend improvements
  • Report on a weekly basis to the business on performance vs. targets across all key CS metrics
    • Ad-hoc tasks and projects as required by the business
  • Quality performance of all customer service teams against agreed quality scorecard
  • Training, process and policy updates, maintenance, review, and briefing with stakeholders
  • Improvement feedback to relevant stakeholders and partners to address customer painpoints and improve the overall customer experience
  • Coaching, training support and subject matter to support customer service teams
  • Support for the delivery of the overall customer experience strategy via our service channels
  • Experience within a customer, process and quality driven environment
  • Experience of driving change in a Customer Service environment
  • Feedback and coaching experience advantageous
  • Demonstrates an ability to diagnose problems and rapidly put corrective actions in place.
  • Ability to map journeys and processes
  • Ability to support key stakeholders to ensure that all strategies are grounded in reality, focused on the customer and are deliverable by the operation
  • Ability to effectively prioritise and execute varied tasks with different deadlines
  • Excellent written and verbal communication skills,
  • Interpersonal skills including ability to form strong working relations with our offshore vendors
  • Mobile Telecoms experience an advantage but not a must
  • Computer literate across MS office package, with emphasis on Excel
  • Highly numerate
  • Customer focused
  • Passionate about the customer, technology and new trends
  • Attention to detail
  • Great communicator
  • Proactive and driven
  • Regular travel to vendors and partners, including offshore sites

Full detailed job spec available so please call today.