Assistant Manager - CS/ Web Team

Main Duties & Responsibilities

Manage, coach, administrate, and execute operations of the DID Customer Service/Online Team

Support the DID and Select Management Teams in achieving KPI's, targets, and project execution

Ensure Customer Service Agents (CSA's) are actively and professionally attending queries received by phone, email, web query, live chat, social media, and public review platforms (e.g Trustpilot)

Track success of CSA training, work-shopping, and compliance course completion

Ensuring Human Resource policies and requirements are managed, to include probation reviews, return to work, recording absences and approving annual leave

Aid the Logistics and Success Teams achieve service excellence expectation through customer engagement and real time tracking of delivery and install team

Complete weekly payroll and administrate annual leave calendar

Manage the day to day schedule of the CS/Online team while offering support, advice, and guidance on any issues affecting the team or department

Coach and guide the team responsible for fulfilment of orders made by DID online customers

Chair daily/weekly team meetings to discuss KPI's (e.g. Call Answer Rates, Trustscore targets), updates on products, promotions and initiatives, points of interest, or ongoing customer queries Hold weekly performance reviews with individual team members to discuss performance

Assist in the deploy and put in play development action plans required by the company

Offer input and insight to the different departments within the organisation when required

Maintain accurate and up to date records for all staff members via Same System (i.e. sick leave, annual leave)

Ensure the team update customers on their order requests and/or connect them with the correct instore teams to offer assistance and guidance

Ensure focussed support to the logistics and dispatch teams, that delivery information to existing orders is correct and that any concerns around deliverability and dispatch are raised and addressed with the appropriate team members and managers

Foster a culture of support that will assist DID guests and customers with concerns around the DID experience, whether around web-order, installation, delivery, or goods return.

Communicate effectively with internal and external stakeholders to improve the Select experience, supporting the customer journey and managing or supporting Group Executive Relations manager with escalated complaints.

To act accordingly as an Ambassador for DID, and by extension Select Tech Group

To be an escalation point for DID complaints for review and discussion with the Executive Relations Manager with a view to providing outcomes and resolutions for customers

Help the team assist the DID B2B and OGP clients or guide them to the correct account manager or attending agent.

Weekly collaboration with line managers and department heads to improve and make suggestions for the efficient management of the customer service team

Essential Experience Criteria

The right candidate will have experience in and must be able to show:

Excellent telephone manner good levels of diplomacy. You will be part of a team that are the first point of contact for all telephone customers and will be expected to lead by example Experience managing a team of agents/team members

An ability to identify outstanding customer service and opportunities to improve problem areas

A keen eye for customer focus

Excellent drafting skills

Flexibility with a positive attitude to meeting business objectives and KPI's

Be organised, professional and able to work on own initiative

Proven problem solving ability

Excellent levels of tact and diplomacy when dealing with internal and external stakeholders

Experience with Microsoft BC a bonus

Organisational skills with the ability to prioritise workloads, multi-task, and apply consistent attention to detail is essential