Key Responsibilities
Collaborate with the Customer Support Manager to ensure seamless daily operations, focusing on exceptional service for both internal and external customers.
This role encompasses workload management, HR responsibilities, and effective communication with relevant teams.
Duties
• Oversee daily team operations, prioritizing tasks, managing queries, and resolving back orders while maintaining SLAs and meeting daily targets.
• Effectively manage team resources, including leave requests and employee development.
• Ensure adherence to the EMEA Support Centre Quality Management System (QMS), addressing procedure gaps and providing regular statistics to relevant parties. Collaborate closely with the Quality team and Process owners to maintain audit readiness.
• Drive continuous improvement within the team, proposing and supporting changes to enhance systems and processes.
• Serve as the primary point of escalation for individual, team, divisional, and customer issues, working with colleagues and leadership to find effective solutions.
• Foster open communication through regular 1:1 meetings, team gatherings, and departmental feedback.
• Lead recruitment efforts, conducting interviews and integrating new hires into the team.
• Manage team member performance, including annual appraisals, performance improvement plans, and disciplinary procedures as needed.
• Work with the Training team to ensure all team members receive comprehensive training, highlighting any training gaps that arise.
• Provide coaching and mentorship on best practices for team members.
• Promote a positive Cook brand image to both internal and external customers.
• Ensure compliance with the company's quality Management system and Code of Conduct in all business matters.