Responsibilities Include• Guide the team to achieve objectives and support the growth of the product• Support a customer focused culture and drive a “right first-time” approach• Equip and prepare your team to deliver a second to none customer experience and drive sales performance• Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions• Attend management / stakeholder meetings and appropriately deliver insights / information• Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves• Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements• Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability• Performance management: career counselling, coaching, performance development, 1:1's, mentoring• Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements• Identify and implement best practice opportunities• Provide support in resolving complex and/or escalated queries or complaints• Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes• Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation• Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures• Promote a transparent culture where customers’ expectations are exceeded• Live by and demonstrate the clients core values and be an advocate of our organisation
Required skills and experience:• People management experience in a contact centre environment• Familiarity with Utilities and complaints would be beneficial• Strong interpersonal skills• Ability to work on own initiative while in a team environment• Excellent organizational & time management abilities• Analytical approach to problem solving• Ability to establish and maintain key relationships across both Accenture and the Client’s organization