Location: Perth
Remote
Role Purpose:
The key responsibility of the Customer Advocacy Lead is to effectively manage the day-to-day requirements of the Customer Advocacy call centre team to ensure that customer expectations and KPIs are met, within budget.
This individual will manage the day-to-day workflow, providing guidance and support to the Customer Advocates to ensure that customer enquiries and orders are handled promptly and professionally.
This individual will drive the continuous improvement of our customers’ experience through training and coaching the team members to provide exceptional after-sales service whilst meeting contract compliance.
Role Description:
Customer Advocacy
- Oversee customer call resolution and general account enquiries
- Coordinate and oversee the day-to-day transactional processes
- Ensure the Customer Advocates understand and execute the requirements of dedicated client contracts including commercial obligations
- Ensure that all Customer Advocacy team service levels (KPIs) are met
- Oversee the coordination between internal departments and act as an escalation point to resolve client queries
- Identify and implement procedures that improve operational efficiency
- Supervise the organic growth of existing accounts including new opportunities and maintenance
Staff Management and Development
- Work with Customer Service Manager to ensure staffing and resource plan is in place that harmonises all of Customer Advocacy business requirements
- Provide reports as required, including but not limited to Customer Advocacy performance, customer traffic and weekly individual activity
- Work with Customer Service Manager to ensure staff skill development requirements are met and identified and that training needs are provided in a timely manner
- Support the individual Employee Development Plans of team members with assistance from Customer Service Manager
- Manage poor performance in accordance with the People and Culture Policies
- Conduct regular reviews of systems/ processes using employees, to implement continuous improvements
Health, Safety, Environment and Quality
- Adequately identify, assess, control and review risk measures, including psychosocial, within their area of responsibility
- Have a working knowledge and comply with associated HSEQ protocols, as appropriate to the role
- Report any concerns to the HSEQ Manager
Performance objectives
Outcome
All phone queues, orders and customer requests are completed within KPIs
Ensure 98% accuracy in Salesforce transactional entries and forecast reporting
Clients’ contractual service levels are met 98% of the time
Staffing levels are maintained with effective rosters in place
Acts as an escalation point for the Customer Advocacy team
Individual team member’s performance plans are up to date quarterly
Evidence of change management and continuous improvement activity
Continuously maintains the Customer CSAT scores at 75% or above
Drives continuous team improvement to increase the NPS by 10% per annum
Competencies:
- Team leadership
- Build strong working relationships with internal and external stakeholders
- Customer Service experience
- Continuous improvement