We are looking for the right people to Provide a best in class customer experience through the induction and performance development of the Customer Experience Managers you will be required to manage Operational Standards and processes ensuring that Customer Experience Managers deliver outstanding customer service and operate in accordance with the Company’s policies, procedures and processes, including SOPs as well as setting clear standards of performance on customer interactions and measures of success leading by example by pulling people together and motivating their team and recognising great performance and always representing the Company, embodying our vision of “Lending a Helping Hand When Others Don’t”
In this role we require you to be able to perform by leading the execution of Performance Management of CEM’s ensuring all team members are effectively managed through company policy and procedures by providing leadership to your team to maximise performance. Ensuring all training, coaching & development needs are identified within the team and acted upon.
Making sure all internal communications are read by each team member and the team acknowledge full understanding or ask for clarity where required, holding regular meetings with team members to review individual performance, training, compliance with legislation / regulations, SOPS, KPI’s, company policies, procedures or any other matters
Improve the CEM’s productivity by using the task list and measuring their performance against
Collections, Sales and Customer growth ensuring customer experience is consistent, as measured by the customer experience scorecard and ensuring company minimum Quality Assurance standards are achieved and well as ensuring the right outcome for customers
Adhere to all the Company’s policies, procedures and processes, including SOPs, You will be required to develop effective working relationships, conduct dual visits on a regular basis and Keep up to date with any new or amended processes, procedures, products, initiatives or regulatory changes that impact the Company
We would require you to Identify and monitor customer dissatisfaction, ensuring appropriate handling of any risk or potential fraud is communicated as appropriate to MLRO or Risk teams.
You will be responsible for your own and your teams’ adherence to security of customer and company property and data, ensuring your own and your team members have full adherence to the standard operating procedures, legislation, regulations, KPI’s, company policies and procedures