Job Description

Job Role and Summary Responsible for coordinating the activities of a team to provide customer service support to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers, overseeing execution of standard and consistent processes and ensuring delivery of the commercial plan through sound understanding of the customer\'s needs and expectations. People Management: Driving Effectiveness Set clear effectiveness objectives and KPIs for team members, aligned to business strategies and plans and consistently meets expected service level standards Maintain/action a training and knowledge plan for existing staff, ensuring there are the skills and knowledge to deliver a quality experience Ensure that there is structure for managing effectiveness outcomes from staff, including regular 1-1s, coaching processes, team communication processes, personal development planning & team reporting. Drive awareness of and accountability for effectiveness outcomes, through reporting, staff communication and use of staff management processes Recognize & reward and recognize staff for their customer service & experience efforts Ensure opportunities for improvement in productivity are identified, and plans are in place to address gaps Ensure compliance to all statutory and audit requirements. Build and maintain strong business partnership relationships

foundit