Cox Purtell is currently working with a prestigious association operating in the Legal industry who are creating a new Customer Experience team and transforming the overall enquiry experience for all who interact with the organisation.
This role will report into and work with the Head of Customer Experience to establish and develop the Customer Service Contact Centre In-Take Team for initial response and continue leadership of the current Reception team.
With this position being a brand new role, a key requirement will be for you to design and implement efficient processes to handle incoming customer inquiries effectively and prioritise them based on urgency and complexity.
The role involves building and training a team of in-take call specialists with solid communication skills, problem-solving abilities, and empathy to quickly assess customer needs and provide appropriate support or guidance.
Additionally, you'll collaborate cross-functionally to gather insights, refine procedures, and continuously improve the triage process to enhance customer satisfaction and streamline inquiries.
Your main areas of focus: Support with the implementation (processes & systems) of the brand new Customer Service Centre in-take Team - interfacing closely with the IT team, and various internal stakeholders across the business.Lead, train, and coach the Customer Service Centre in-take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity.Design and implement efficient processes and protocols with the Head of Customer Experience, for call routing, resolution and escalation, ensuring timely and appropriate responses to customer needs.Front line Reception team: Lead, train and coach the existing front line Reception team in their customer service tasks including email, professional reception service, meeting room bookings and other various administrative tasks.Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations.Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively.Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel.Establish Key metrics and data insights, including Customer Satisfaction Scores etc.About you: Proven track-record leading front-line contact centre, service centre or customer service teams.
This includes experience overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.Experience in triage or incident management, including developing and implementing processes and protocols for handling incoming inquiries, prioritising them based on urgency and complexity, and directing them to the appropriate resources for resolution.Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance.Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, employees, customers, and partners. #J-18808-Ljbffr