Day-to-day, end-to-end management of a Customer Service Advisor Team who deal with a variety of outcomes from collecting Direct Debit details, Sales to Retention of customers.
Taking a hands-on approach to coaching and feedback to ensure the productivity of the team and exceed all relevant KPIs.
Responsible for Quality Assurance of team outputs.
Management and implementation of strategic business changes and performance of the team.
Creating a culture and environment of world class service, empowering the team to take ownership of all customer queries.
Being an advocating for McQueen's Dairies, feeding back on processes and policies, helping to identify opportunities for improvement.
Working alongside our Retention, Marketing and Depot teams to improve customer experience and operational functionality.
Serving as an escalation point for customer queries where needed.
Planning in monthly 1 to 1's with your direct reports with regular call dip checks to support, develop & help motivate your team.
Providing return to work meetings & conducting informal & formal Investigations where needed.
You will be required to produce analytics for department meetings and demonstrate adherence to all KPIs.
Support team members with their personal development by arranging training and assist with the onboarding of new members of the team.
Motivating and your team to deliver results.

2 Mcqueens Dairies jobs in Scotland