Job description Customer Care Team Leader (Engagement)

Transcription

1 Job description Customer Care Team Leader (Engagement) Main purpose of job The Customer Care Team Leader will manage the day to day running of the internal Customer Care engagement team, ensuring it provides a quality service and meets performance targets with a continuous improvement approach. This role will be responsible for the efficient fulfilment of over 60,000 Customer Care enquiries and engagement calls. They will have experience in managing a team of call handlers including monitoring, mentoring and training of individuals to the highest level of customer satisfaction. Position in organisation Reports to the Customer Care Manager Manages the Customer Care engagement team (Direct line management of two officers, responsible for a team of eight (with growth opportunities) Works closely with the Customer Care Manager to effectively manage customer engagement. Provides strategic operational support to Fundraising teams for handling enquiries across different supporter engagement platforms Key strategic role within the Customer Care Team Manages day to day relations between third party agencies for live customer support Creates and delivers a coaching programme for inbound and outbound calling for Customer Care advisors Dimensions and limits of authority Has budget responsibility for temporary staff as and when required Manages internal requests for customer support Deputises for the Customer Care Manager as required Strategizes on development opportunities for Customer Care Advisors looking at cross directorate opportunities Develops working strategies with internal colleagues and teams without reference Ability to sign off on complex customer enquiries Co-ordinates and prioritizes workloads, identifying high levels of staff utilization Duties and key responsibilities Strategy and Management Manages direct individual performance of the Customer Care Officers and indirect performance of Customer Ca\re Advisors. Works closely with Customer Care Team Leader (Processing) to improve and streamline processes.

2 Manages relationships with agencies and other departments in the delivery of customer support Development, implementation and delivery of Customer Care Engagement SLAs Monitor and report on key performance indicators in regard to call handling and other Customer engagement functions, looking to continuously improve procedures in order to provide the best Customer Experience. Manage the speed, accuracy and content of supporter communications from the Customer Care Engagement Team. Ensure everyone in the team knows their role and are trained to the required standards needed to accurately follow procedures Engage and manage appropriate temporary staff as the need arises effectively and within budget. Customer Service delivery Work alongside Customer Care Manager to ensure communications provide opportunity to build deeper relationships Work with teams across the organisation to create comprehensive data flows for customer journeys Ensure scripts and prompts for communication are up to date, accurate and in line with brand guidelines Responsible for training of new and existing customer engagement relationships with third parties. Manage and escalate as required, complex or non-compliant enquiries and exceptional supporter correspondence Create a robust team rota and forecast trends based on activity briefs provided. Manage and respond without reference to feedback from customers in line with Fundraising complaints procedure Administration and Compliance Ensure processes, procedures and policies are followed in an accurate and consistent manner Ensure effective business continuity plans are in place for customer care live enquiries Maximise our customer insight to ensure we effectively gather and record information consistently Ensure processes and ways of working are compliant with all the relevant regulatory, audit and data protection requirements, ensuring these requirements are clearly understood by everyone in the team Maintain accurate and consistent processes with other Service Delivery teams, working alongside the Customer Care Team Leader - Processing Create and maintain a knowledge base of frequently asked questions

3 Integration with other departments Promote and integrate the Customer Promise across all areas of the organisation Work with teams across the organisation to develop best practice for capturing information about customer interactions that will develop our understanding and provide opportunities to further engage Liaises at all levels within the Society To undertake any other duties or projects commensurate with the nature and grade of this post as required. Additional Responsibilities To adhere to all the Society s service standards, policies and procedures. To comply with the data protection regulations, ensuring that information on clients remains confidential. To be responsible for personal learning and development, to support the learning and development of others and the whole organisation. To work in a manner that facilitates inclusion, particularly of people with dementia. To implement the Society s health and safety policy and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required. To administrate and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. To follow the Society s management information guidelines and requirements, including ensuring appropriate monthly measures on service usage levels are collected and submitted on the services database or other systems in accordance with deadlines.

4 Person specification All of the following requirements are essential, unless marked with a * when they are desirable, and will be assessed from a combination of information provided from the application form and interview process. Education and qualifications Numerate and literate to A-level standard or equivalent experience Customer Services qualification* Skills and experience Significant experience as a team leader or equivalent, responsible for delivering high quality Customer/Supporter Service. Experience of managing individuals Significant experience of a live customer support environment (such as a call centre or similar) Ability to monitor and motivate a busy Customer Care team Experience of managing workload for a busy Customer Care team Performance reporting, implementing, monitoring and managing SLAs & KPIs Extensive influencing and negotiating skills IT literate with good understanding of CRMs Strong team worker and interpersonal skills Ability to work effectively on own initiative and as part of a team, without close supervision Able to work to deadlines and under pressure Good understanding of charitable fundraising principles Personal attributes / qualities Ambitious, innovative, self-motivated and target driven. Able to show empathy for people with dementia and their carers Trustworthy, patient and a good relationship builder Enjoys working as part of a team.

5 Value Based Behaviours Alzheimer s Society has a value-based behavioural framework which brings our values to life in everything we do. The framework is applied across the full employment (and volunteering) life-cycle. This includes individual objectives, appraisals, performance management, reward and recognition and personal and professional development. You will be given a full copy of the framework if appointed, as part of your induction. For this role, the key value based behaviours you will need to evidence in your application and which will be assessed during the recruitment process are: Challenge the status quo in a constructive and respectful manner, actively suggesting and contributing to improvements. Engender a customer focussed culture in my team or area of expertise. Keep my promises, delivering to agreed standards and within agreed timescales. Base my actions and decisions on credible evidence, drawing on my own and others expertise, experience and past lessons. Use my initiative to anticipate and overcome problems and obstacles. Ask for support and advice when necessary. Adapt my communication style to meet the needs of those I m communicating with. Build credibility and trust with others by acting openly, professionally and respectfully at all times.