• Customer Service Manager

    Job Locations United Kingdom-London
    ID
    2019-6090
    Function
    Customer Service/Support
  • Introduction

    The Economist Group logo

     

    The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

     
    The Regional Customer Service Manager will manage the day to day running of the The Economist Customer Service provision within region, dealing with high level escalations, reporting on KPIs and Service Levels, managing training and quality, documenting and delivering processes and providing escalation support to the third party contact centre. 

    Accountabilities

    How will you contribute?

    • Be the point of contact for day to day relationship with the third party vendor providing contact centre services to The Economist, overseeing all operational aspects
    • Be accountable for reporting of contact centre service level agreements (SLAs) and KPIs
    • Manage training plans, including delivery of content, to cover new procedures, improvements and product releases to ensure service continuously meets The Economist standards
    • Manage quality calibration of third party vendor and wider teams
    • Provide advice and an operational understanding of our business to our information security and compliance teams for any escalations with regards to GDPR
    • In collaboration with our legal and technical teams, implement processes, procedures, checks and controls to ensure our operation is GDPR compliant.
    • Provide accurate and timely information on the quality of service back to The Economist from the contact centre
    • Provide feedback on customer pain points and root causes of contacts to The Economist from the contact centre
    • Working with technical teams across The Economist, launch new products and provide ongoing operational support
    • Manage the updating CMS content with accurate product information
    • Manage product information for customer facing digital spaces and creating product notifications to be shared across Customer Services
    • Harness business systems knowledge and applying it to our operation
    • Run regular improvement/feedback/kaizen events with the contact centre front line teams
    • Continuously assess the quality of service looking at ongoing improvements
    • Identify and remove the root cause of customer contact drivers and improve the overall Customer experience
    • Ensure improvements across all operational processes are identified and suitable review is conducted to validate benefit to operations

    Experience, skills and professional attributes

    The ideal skills for this role are:

    • Experience of managing, standardising and optimising customer facing operations in a subscription based business
    • Proven experience of managing escalated complaints.
    • Project management experience
    • Working with business stakeholders
    • Translating business requirements in to clearly defined objectives and deliverables
    • Working in partnership with technical teams and Product Managers to help define requirements and solutions for customer service/experience developments
    • Developing effective working relationships with and between related agencies including fulfilment houses, telemarketing and customer service agencies
    • Establishing, reporting and analysing Customer Engagement/Service KPIs

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