Job Description

Responsibilities Includeo Guide the team to achieve objectives and support the growth of the producto Support a customer focused culture and drive a "right first-time" approacho Equip and prepare your team to deliver a second to none customer experience and drive sales performanceo Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessionso Attend management / stakeholder meetings and appropriately deliver insights / informationo Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolveso Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvementso Monitor and drive your team's performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their abilityo Performance management: career counselling, coaching, performance development, 1:1's, mentoringo Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvementso Identify and implement best practice opportunitieso Provide support in resolving complex and/or escalated queries or complaintso Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomeso Implement housekeeping procedures that guarantee customer's records are secure and held in compliance with appropriate data protection legislationo Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedureso Promote a transparent culture where customers' expectations are exceededo Live by and demonstrate the clients core values and be an advocate of our organisation

Qualifications

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Required skills and experience:o People management experience in a contact centre environmento Familiarity with Utilities and complaints would be beneficialo Strong interpersonal skillso Ability to work on own initiative while in a team environmento Excellent organizational & time management abilitieso Analytical approach to problem solvingo Ability to establish and maintain key relationships across both Accenture and the Client's organization

Job Location

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