Customer Care Team Manager - Mailcom
The main purpose of this role is to manage and support the Customer Service Mailcom Team in providing an efficient and professional service experience to our customers, whilst achieving business objectives. This is a challenging role in a fast moving and changing environment. You will report to the Customer Service Centre Manager.
- Achieving CSC Mailcom objectives
- Managing productivity of your team
- Planning staff rotas and resources to meet profitability and service targets
- Compiling and analysing relevant management information
- Feedback to Team and Managers
- Cover for other Team Managers as and when necessary.
- Dealing with escalated calls, letters and emails
- Monitoring administration tasks to ensure accuracy and meet targets
- Provide coaching and quality assessments for the team
- Ensuring training and development needs are identified and followed through
- Identify and implement opportunities for improvements in the unit
- Carrying out all HR functions with the team e.g. appraisals, disciplinary etc
- Consistently demonstrate behaviours which reflect the Mothercare Group DNA; Caring for Parents, Owning it and getting it done, Pulling together, Make the Business Stronger.
Job Reference: 974
Location: Watford, Hertfordshire
Job Sector: Customer Services