Job Overview
Collaborate with the relevant Manager, Customer Support to ensure daily operations of their team(s) run effectively, focusing on excellent service to both internal and external customers.
The scope of this role encompasses workload management and HR-related responsibilities, reporting directly to the Manager, Customer Support Operations, (Customer Support, EMEA).
Responsibilities
* Effectively manage daily operations of team(s), including phone priorities, tasks, query management & back order scenarios, ensuring all daily targets and SLAs are met.
* Manage team resources, including leave requests and monitor adherence to the EMEA Support Centre (EMEA SC) Quality Management System (QMS).
* Work closely with the Quality team and Process owners to be audit-ready at all times and focus on continuous improvement within the team.
* Propose and support changes in overall systems/process efficiencies and act as the first point of escalation for individual, team, Divisional & customer issues.
* Ensure effective communications through regular individual 1:1's, team meetings, and attending department meetings, providing feedback where necessary.
* Be responsible for recruitment, performance management of team members, disciplinary procedures, and training gaps.
* Closely work with the Training team to ensure all team members are fully trained on their roles and coach/mentor team members on best practice approaches.
* Communicate the Cook brand and image in a positive and consistent manner to all customers and ensure compliance with the company's quality Management system and Code of Conduct.
Qualifications
* A relevant third-level qualification is advantageous.
* In-depth experience working in a customer service environment is required, with previous experience in a team leader role being an advantage.
* Fluency in at least one relevant European language apart from English is advantageous.
* Strong leadership capabilities, problem-solving skills, and ability to communicate effectively on an individual and group basis are essential.
* Excellent organisational, prioritisation, numeric, analytical, and customer focus skills are also required.