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You will specialise in either face-to-face Customer Service Centres or the Digital Contact Centre (covering telephony, social media, email, and digital processing). Acting as an escalation point for complex enquiries, you will provide comprehensive advice, ensure service quality, and oversee staff development.
Key responsibilities include:
- Line management, coaching, and developing staff.
- Monitoring performance and driving service improvements.
- Deputising for the Customer Service Manager and representing the service in meetings.
- Leading on improvement initiatives to enhance customer experience and digital transformation.
- Ensuring services comply with legislation, policies, and standards.
