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