Service Delivery Lead
2 weeks ago
The Service Delivery Lead will play a vital role in delivering exceptional service to customers in the UK & Ireland market, ensuring seamless interactions and efficient issue resolution.
This role requires a strong focus on customer satisfaction, process improvement, and team leadership, with excellent communication and interpersonal skills to collaborate effectively with internal and external stakeholders.
Main Accountabilities:
- Develop and execute service delivery strategies that align with business objectives and customer needs.
- Lead a team of customer service representatives, providing guidance, coaching, and development opportunities to ensure they possess the necessary skills and knowledge to deliver world-class service.
- Analyse customer complaints and feedback, identifying areas for improvement and implementing targeted solutions to prevent recurrence.
- Collaborate with other departments to ensure consistent branding, messaging, and customer experience across all touchpoints.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction, service level agreements (SLAs), and first-call resolution (FCR) rates.
- Participate in brainstorming sessions to generate innovative ideas for process improvements, product enhancements, and marketing initiatives.
- Support the development of training programs and materials to equip team members with the necessary skills to deliver exceptional service.
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