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Customer Experience Team Manager


Customer Experience Team Manager

Business Area: Sales and Marketing

Place of Work: Leicester (Syston)

Contract Type: Permanent

Hours: 37.5

Flogas Britain is the second largest LPG supplier in the UK and has over 30 years’ experience providing alternative energy solutions to domestic and commercial customers. Part of DCC plc, a sales, marketing, distribution and business support services group headquartered in Dublin, Flogas is a highly successful business that places people at the heart of our organisation.
Key responsibilities of the role will include;

Coordinate workloads to ensure maximum productivity as measured through agent availability metrics
To manage inbound call volumes to meet SLA’s
To manage outbound campaigns throughout the year both for activity and results
Motivate, coach and develop all team members through planned call monitoring, evaluation sessions, one to one’s, coaching and feedback with remote and side by side monitoring
Identify knowledge and skills gaps and work alongside the contact centre trainer to ensure that training is delivered to the team
Conduct annual appraisals, setting and agreeing objectives and targets.
To conduct Quality Audits across the customer service team, providing feedback to agents and managers with a view to improving customer service and first-time resolution
Ongoing evaluation against agreed objectives
Conducting investigations and disciplinary hearings within the Flogas guidelines
Developing a performance orientated culture
Demonstrates an ability to engage with all members of their team
Supports the Head of Customer Contact Centre to deliver business objectives
Act as the first stage escalation point for customer complaints
Identify improvements in current processes to support the development of the customer service delivery
To be an advocate of the company behaviours and values and proactively embed this within your team

What do we want from you?
Timely and accurate completion productivity reports for the team
Annual objectives which will include achievement of the KPI’s for the team
o Talk time
o Inbound Call Answer rates
o Quality monitoring
o Complaints handling
o Team Absence
o Outbound Campaign management

Key Competencies
Strong negotiator and query resolution ability
Ability to make decisions within designated agreed levels of authority
Proven time and people management skills
Proven experience of people development
Ability to balance business needs with the customers’ needs
Self-motivated and ability to motivate others
Positive change management experience
Proactive problem-solving mentality
Flexible approach to work
Proficient in MS Outlook, Word & Excel 
In return, we offer a competitive salary, 25 days holiday pro rata, plus statutory entitlement, death in service benefit and non-contractual bonus scheme.
Please click on the following link for more information on this role: Job Description

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