Customer Services Team Lead

🗏Job Type

Full Time

This role is responsible for leading and managing a multi-skilled End to End Customer Services team that delivers a range of customer facing service activities to Business Partners and Customers for the SAFVC and IB’s.

The team delivers a range of services which include but not limited to dealing with external BP Customers, Service Providers, Retail Network and any other initiative that the business may introduce from time to time.

Key accountabilities
Functional:

Manages and oversees End-2-End contact centre operations of the Customer Care Team
Support the Customer Services Tower strategic objectives by ensuring team exceeds relevant KPI’s
Drives customer service excellence in all customer and vendor interactions (including code of conduct)
Ensures quality interactions that will lead to customer satisfaction
Motivate team members and manage attrition
Responsible for prompt Query, Complaints and Escalations management
Monitor transactions on an ongoing basis and takes corrective steps where necessary and make incremental changes

Monitors team performance on an ongoing basis and drive a continuous improvement culture in the team
Ensure compliance with internal policies and procedures, external regulations and information
Ensure all transactions are performed in an ethical, safe and environmentally responsible manner
Ensure all transactions that are performed in an unethical manner are dealt with promptly and decisively whilst ensuring transparency by escalating and ensuring timeous closure
Ensure quality assurance of all interactions and correspondence for all channels to ensure quality standards are maintained
Provide coaching and feedback to the team members to enable them to improve their performance
Delegate different customer services duties to team members to ensure a faster and smoother flow of operation through division of labour
Serve as a middleman between the organization and the customer services team members to ensure smooth communication
Assists with the recruitment and on boarding of new team members
Hosting of 1-2-1 meetings and team meetings as prescribed by the Line Manager
Conduct quarterly appraisal meetings against My Plan objectives
Keeping abreast of up and coming campaigns and ensure the team is kept up to date with these
Ensure training and development plans are updated and maintained for all team members
Ensures Team’s Personal Development and Succession Plans are up to date and followed up on
Ensure all invoices are checked against purchase orders and job cards, analysed for correctness, approved and paid timeously to the vendors
Ensure timeous invoicing of dealer recoveries
Manage team leave requests against operational requirements
Oversee Real Time Intra Day Performance of the team and ensure deployment plans are adhered to
Ensure team is aware of team rotation roster and expectations communicated
To uphold the BP Leadership framework, lead by example and live the BP Values & Behaviours in all internal & external interactions
Participate in all internal and external GBS Africa and Global activities

Essential Education

Must have matric
Bachelors degree or equivalent NQF level 6 will be advantageous
Continuous improvement exposure will be advantageous

Essential experience and job requirements

Must have at least 3 - 5 years customer support experience in a Contact Centre / Customer Facing Support Environment
Proven experience in leading and managing a team
End to End Customer Journey working knowledge
Driving a Coaching Culture
Training needs identification and interventions
Quality Assurance Management framework working knowledge
Innovative thinking
Process management
Ability to interact effectively with others.
Able to work with others to make a difference
Excellent verbal and written communication skills.
Customer focused, service oriented and performance driven.
Leadership skills and people management (at least 2 years of leading a high performing team)
Computer literate and presentation skills
Demonstrate an ability to work in a pressurised environment.
Must have good administrative and organisational skills.
Must have good written and communications skills.

Other Requirements (e.g. Travel, Location)
There are no additional requirements. Please respond with N/A below.

Desirable criteria & qualifications

Proven track record of leading a high performing team whose Key Focus is customer experience
Influence and Negotiation Skills
Be proactive with the ability to achieve results through people
Successful in dealing with customer and company personnel at all levels
Well-developed analytic and problem solving skills
Ability to work in a highly pressurised and cost-driven environment


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Job id : , #75489, 16 views,

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