Senior Customer Services Representative Job in Watford, Home Counties Uk

The Role

·     Compiling management information as required

·     Resolving escalated complaints via letter, e-mail and telephone, feeding key learning’s back to the business

·     Monitoring breaks and staff cover

·     Taking on the role of Team Manager in the Team Manager’s absence

·     Maximise team productivity, results and quality of performance

·     Organise and facilitate team briefings and training as required

·     Present updates to line management on issues and actions within the department

·     Be receptive to new initiatives which will improve service and/or efficiency

·     Ensure all relevant issues are communicated to the appropriate parties

·     Provide coaching to agents where required

·     Monitor agents work and provide feedback and action plans

·     Identify issues and work with business to improve processes

·     Report extraordinary situations to line management