Head of Service - Customer Engagement Centres

Job Locations United Kingdom-London
ID
2020-7017

Introduction

The Economist magazine logo

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio.  

The purpose of this position is to manage the delivery of our Customer Service strategy via our global service partner to deliver best in class customer service.

Accountabilities

How you will contribute:

 

  • Manage a team of Customer Service professionals to support our global service provision, ensuring a consistently high standard of customer service
  • Monitor and analyse customer service performance to ensure contact quality and satisfaction, and work closely with stakeholders to develop and optimize quality of service from our customer contact centre partners
  • Create  training plans and oversee the delivery, briefing & first-line user support to our customer contact centres in relation to customer services operations 
  • Coach, mentor and develop internal customer service team 
  • Work with internal teams to build a full picture of the customer experience, identify any improvements, and co-ordinate resolutions across the global service estate
  • Respond to escalated customer service complaints and manage the flow of complaints and queries to relevant teams 
  • Work closely with the business team to provide call centre scripts and knowledge articles 
  • Notify agents and customers of known problems to avert in-bound query, including the management and delivery of outbound communications, public and internal knowledge articles, and call centre scripts 
  • Set, review and provide regular reports on KPIs and highlight/escalate any areas of underperformance 
  • Monitor query volume, type and resolution, and highlight any areas of opportunity 
  • Keep abreast of pan industry initiatives and monitor competitor activity, highlighting areas for development 
  • Monitor and track the customer service budget

Experience, skills and professional attributes

The ideal skills for this role are:

 

  • Experience of working with and optimizing Customer Service Systems to deliver exceptional online and offline customer service
  • Experience of working with and training Contact Centre Representatives to ensure call quality and customer satisfaction
  • Experience of working in multi-skilled, cross functional teams to improve customer satisfaction
  • Experience of managing multiple stakeholders and being a point of contact within a central team
  • Performance analysis, KPI measurement, and reporting results
  • 3-4 experience managing a global customer service operation
  • Understanding of the key factors that drive customer experience across a variety of customer journeys
  • Creating clear and effective presentation content and training guidelines

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