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?JOB DESCRIPTIONJOB TITLE:Customer Experience Team LeaderDIRECTORATE:CommercialREPORTING TO:Customer Experience Manager What you will be doing:Reporting to the Customer Experience Manager, and liaising with all departments, the Customer Experience Team Leader will be proactive in strengthening England Netball’s service provision, implementing an operational plan that optimises the use of its resources to increase member and participant engagement, enhancing overall customer satisfaction. The Customer Experience Team Leader will lead in reviewing and improving existing systems and processes, manage system improvement projects, gather feedback to help the organisation better understand its customers’ wants and needs, and support the Customer Experience Manager (as well as other Commercial Managers as appropriate) in implementing and embedding the business strategy. Experienced, with a working knowledge of CRM platforms and customer ticketing software and cloud-based helpdesks, the Customer Experience Team Leader will be responsible for embedding the relevant technology into day-to-day operations and upskilling the Customer Experience Assistants in its use. With advanced troubleshooting and multi-tasking skills, and a solution-focused mind-set, they will lead by example, responding to customer queries themselves, role modelling effective communication skills, accurate and compliant data management, and take ownership of customer issues, following problems through to resolution. They will show empathy and resilience and will help create and support a positive, commitment culture. The Customer Experience Team Leader will line manage the Customer Experience Assistants, responsible for resource planning, annual leave, sickness etc. and support each of the team member’s professional growth, ensuring they have excellent product/service knowledge, and are keeping an orderly workflow according to priorities and achieving their daily KPI and SLA targets. Key Responsibilities: To embed systems, processes and technology that will facilitate a world class customer experience.To keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet customer expectations.To respond to enquiries from customers (both members and non-members) when they contact England Netball concerning all areas of the business, ensuring they are resolved and closed in the agreed timescales, delegating, or escalating as appropriate.To line manage the Customer Experience team, driving standards and ensuring service and sales targets are met.Control resources to ensure adequate cover to meet business demand.To review and contribute to improvements of the Customer Experience Department’s systems and processes.Lead on projects were appropriate to support the continued improvement and development of the department.Proactively engage with customers to grow membership, enhance retention, and promote England Netball products, services, and events.To act as the first reference for escalation of customers and England Netball staff queries and concerns and provide operational and line management support to the Customer Experience Assistants.GeneralAttend meetings with external stakeholders ensuring you act as a positive role model, ambassador, and advocate for the sport and the NGB, always nurturing and developing positive relationships that will promote and support the strategic development of England Netball.Respect and promote the spirit and intentions of England Netball’s Safeguarding and Protecting Young People in Netball policy.Actively role model England Netball Equality policy ensuring it is at the forefront of how we work.Undertake any other duties as may be needed from time to time that are consistent with the responsibilities of the post and the needs of England Netball.What we are looking for:DescriptionEssential (E)/Desirable (D)Skills/Abilities/ Knowledge Ability to understand customers, build rapport and show empathy. Proficient in the use of multiple databases and a working knowledge of CRM systems, customer ticketing software and cloud-based helpdesks (Zendesk preferred) Strong Communication skills with the ability to explain information to individuals or groups in a structured, clear, confident, and concise manner. Ability to find the positive in every customer interaction and position messaging to detract from negativity, neutralising conflict Ability to up- and cross-sell Leadership and mentoring skills Project management skills Organised, with a proven ability to manage a varied workload to achieve priorities and goals.EEEEE EDEExperienceConsiderable experience in a busy customer-based service role, including handling financial transactions. Working with CRM, customer ticketing software and cloud-based helpdesks – preferably Zendesk Project managing service improvements. Line managing an engaged and motivated team. Providing high quality Customer Service and successfully improving standardsLeading a team to meet and exceed customer services targets.Establishing relationships and partnerships with key stakeholders, resulting in high quality outcomes Working within sporting sector EEDEEEDDPersonal AttributesMotivated and dependable and committed team playerPersonable and able to motivate and inspire others. Diplomatic with the ability to sensitively address demanding situations where necessary. Pragmatic, organised and logical approach. Proactive attitude to problem solving Comfortable taking a collaborative approach. A can-do attitude with flexible and adaptable approach to work An advocate for sports participation Commercial awareness Keen eye for detailEEEEEEEEEEEEducation/ QualificationEducated to GCSE level of equivalent with a C or above in Maths and English. Certificate or recognised qualification in Customer Service Certificate or recognised qualification in Data Protection ED D. ................
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