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Job Description
Activities
- Liaise with stakeholders to improve Customer Journey and Daily Operations.
- Directly manage and support the Customer Service Advisors and provide class-leading customer service to external and internal customers.
- Manage and evaluate the call Centre solution (operational & customer journey).
- Develop and motivate the Customer Service Advisors through training, coaching and participation in company initiative.
- Supervise Customer Master Data Management with DPO’s assistance.
- Work with TCS UK CoDir to define levels of service, KPI’s, and new business opportunities (in line with roadmap).
- Provide and present activity reports and Business Reviews to the wider teams and Management. • Credit Control assistance and processes implementation.
- Enhance operational structure & develop process flows with a view towards continual improvement and alignment with TCS UK processes and controls in place.
- Ensure due diligence, ethical & compliance rules are followed.
- Contribute to the identification, mapping, and evaluation of the EV business related risks to define action plan with Internal Controller in line with Company methodology.
- Approval of Purchasing orders and Credit Notes within DoA; including manual and MBC refunds processing.
Qualifications
- Business/Marketing Degree preferable.
- Min 3 years’ experience in Administration Management.
- Management experience in a blue-chip organization (ideally in a sale driven business or call centre).
- Budget management experience.
- Ability to provide effective leadership and direction.
- Experience of working within ISO framework – documentation, procedures, audit preferable.
- Takes opportunities to improve performance and processes as required.
- Strong technical skills