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SalaryDescription
Contract Type: Permanent
Weekly Hours: 40
- To assist the Customer Service Manager through a process of continuous improvement, constantly challenging existing process and procedures to drive efficiency and customer satisfaction beyond industry levels.
- Manage the day to day activity of the Customer Care team ensuring response times and quality interaction with our trade and consumer teams are maintained by effective resource management.
- Manage and develop appropriate KPI’s to ensure agent productivity is maintained and transparently reported on a weekly and monthly basis.
- Ensure all touch points are manned and available to our customers (telephone, live chat and social media) and agreed SLA’s are met.
- Manage resource planning to support business seasonal demand along with new projects (systems or sales initiatives).
- To assist the Customer Service Manager with the administrative, people and team responsibilities associated with managing the Customer Care Department.
- Manage the escalation of complex queries and complaints offering support and guidance where needed to ensure excellent customer satisfaction.
- To support team members with their development and sales skills.
- To act as a liaison point and to deal with issues associated internal customers and suppliers.
Key Responsibilities
Day to day responsibility for the team administration including resource planning, performance statistics, holiday requests, sick absence, training schedules and any Human Resources documentation.- Ensure agent training plan is up to date ensuring optimal performance and cross functionality.
- Proactively managing team performance by monitoring customer satisfaction feedback, agent response to customer and call monitoring of team members to ensure consistent and improving customer service performance.
- To be first point of contact for escalating customers
- Be responsible for the constant monitoring and updating of internal team process.
- To flag to senior managers any customer service or product issues that could be deemed damaging to the company.
- To constantly manage the work flow to ensure that all team KPI’s are met and where in jeopardy to escalate the issues.
- To coach team members in improving sales skills and up selling activities.
- To ensure that all access to systems are up to date and compliant.
- To ensure that all work being completed is compliant and follows the company procedures.
- To co-operate and liaise with colleagues and share knowledge to the benefit of all. Proactively participate in meetings and training sessions at the request of the company (prior notice will be given).
- To work as a team with other individuals and colleagues in the company, sharing knowledge when appropriate, helping colleagues and promoting a spirit of mutual respect and support.
- Understand and abide by Company and departmental rules, policies and procedures.
- To carry out other duties as requested by the business from time to time.
Skills, Knowledge & Expertise
Ability to maintain positive relationships- Co-operation: ability to build relationships to support team members, share resources and knowledge and collaborate with others to achieve goals
- Communication: ability to convey information clearly and concisely both in person, via correspondence and over the phone, and express oneself well and professionally and listen to others and ensure understanding of information
- Flexibility: ability to adjust to work processes or procedures, adapt to others and work effectively and in a positive manner when under pressure or in ambiguous situations
- Organising: ability to manage your time, handle multiple activities, establish priorities, meet deadlines, deal with distractions and interruptions and overall work efficiently and effectively
- Precision: ability to pay close attention to detail, write clearly and legibly, acceptable standards appropriate to the position in English and Maths, and have an appropriate and acceptable level of record-keeping and routine paperwork
- Dependability: to have excellent timekeeping and attendance, and ability to understand the importance of information and activities that are confidential to the Company
- Decisiveness: ability to make sound decisions without hesitancy and respond with confidence to challenges from others
- Decision-making: ability to make logical and sound decisions based on careful consideration of alternative courses of action
- Planning :ability to develop strategies, define processes and procedures, and monitor plans
- Analytical Thinking: ability to analyse and understand information to draw conclusions
- Customer Enthusiasm: ability to determine and address customer needs, seek feedback regarding level of service and satisfaction and continually strive to exceed customer expectations
- Business Relationships: ability to create business opportunities by promoting beneficial business relationships
- Team coaching and development: ability to identify learning needs, provide feedback and develop team members' capabilities
- Empowerment: ability to encourage and support others to take accountability for their actions and decisions
- Leadership: ability to delegate responsibilities and control teams in a professional manner and manage diversity by continuously identifying and developing your people management skills
- Strategic leadership: ability to gain others commitment to meet strategic objectives and implement and live the Company's mission
Attributes:
- Self-motivated, enthusiastic and positive approach about their career
- High personal standards and values
- Proactive and assertive attitude
- Dynamic both personally and professionally
- Smart and professional appearance
- Friendly and gracious attitude towards management, staff and customers
- Ability to empathize with customers and have a high standard of etiquette
- Open to continuous learning by improving performance by increasing own efficiency, initiate courses of action and willingly take on new responsibilities
What We Offer You!*
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
- Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
- Generous Holiday Allowance, increasing with length of service
- Company Pension Scheme
- Bonus/Commission Scheme
- Healthcare Cash Plan (with Dental)
- Private Medical Insurance
- Employee Assistance Programme for all Associates and their families
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
- Much, much more!
- Some benefit eligibility is based on length of service or contract type
About ELEMIS
ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market.
A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.
Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars.
A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.
Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars.
We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.
