Customer Services Team Lead

About the job Customer Services Team Lead

Role Purpose

As the Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Customer Services Team Lead role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery. The Customer Services Team Lead manages and co-ordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 10-18 Customer Service Agents).

The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers. The role aligns with and supports the Customer Service Manager to co-create solutions, service scripts and standards with multiple stakeholders by placing the customer experience at the centre and evolving the service delivery model. Being in direct contact with our customers means were able to consistently surprise them with outstanding service the mission of this role is to create a best-in-class customer service experience as measured by the performance of their team within the bigger picture.

The role reports into the Customer Service Manager and manages directly reporting Customer Service Agents to ensure they are equipped with the right tools and development offerings to deliver customer service excellence.

To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Role Description

Customer Centric Delivery

• Supporting and participating in the design and development of the customer service strategy for the Group in collaboration with other contact centre leaders and teams to ensure that we place the customer at the centre - delivering on our goal of being customer centric in everything we do!
• Within the context of the smaller team of Customer Services Agents assigned to the team - operationally overseeing and embedding a customer centric culture underpinned by best-in-class customer service experience.
• Being a role model to the team in terms of what great customer service looks like interacting directly with customers to support escalations and develop the teams capacity to deal with a variety of service requests with a first call resolution. Aligning with the Customer Services Manager to ensure support is provided as required within the broader team context.
• Maintaining and improving customer services operations by participating in setting targets and effectively collaborating with other role players in the team to understand and execute effectively on the below operational impacting focus areas within the team context:
  • Effectively ensuring compliance with operational guidelines and updated all team documentation to ensure the team is aligned with the company and teams values and policies etc.
  • Identifying and working with other cross-functional stakeholders to remove barriers to great customer services.
  • Resolving repeat call type escalations at the source to prevent future escalations.
  • Effective scheduling - design, deliver and maintain all processes and policies relating to workforce. management to ensure the most efficient workload forecast and resource scheduling.
  • Effective quality assurance inputs, remedy, and agent feedback / development.
  • Co-creating effective methods for measuring quality and efficiency of the customer services team.
  • Effective monitoring of system performance.
  • Effective monitoring of workflows and interactions in the customer services team to ensure all interactions are resolved within the agreed turnaround times.
  • In conjunction with other stakeholders - preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
  • Supporting regular compliance and audit checks are done to measure performance against targets across all channels and services.
  • Drive continuous improvement initiatives.

People (Self, Team & Organisational)

• Aligning with the Group values and leadership behaviours.
• This role is all about PEOPLE customers and team members! Motivating and effectively performance coaching the customer services team to ensure customer service delivery excellence. Removing any barriers to achieving great customer services. Ensuring timeous escalation to the Customer Service Manager as required.
• Ensuring the team is adequately resources and that working schedules (time and attendance) and plans are accurately and timeously managed, coordinated and communicated with the team.
• Focussing efforts on the Agents to enable and empower them to deliver the best possible service to our customers.
• Focussing on the development of the…