Our client is a start-up of the e-commerce sector.
Reporting to the Global Operations Director, the UK Operations manager will be reasonable for leading our customer care and data entry team. This role involves interaction both B2B and B2C customers. This exciting opportunity involves taking the customer experience to the next level and the successful candidate will be instrumental in this strategy.
-Manage both B2B and B2C inbound telephony and email communications.
-Lead data entry and quality assurance team with particular focus on maintaining the high level on content on site
-Manage and report on progress of initiatives projects necessary to drive continual improvements to Customer Care with the goal of becoming a world-class service provider.
-Set challenging targets for Team Leaders and or Advisors focusing equally on quality and productivity of calls handled and customer feedback.
-Interpret and use management information to measure, appraise and communicate how each individual and team has performed against operations key performance indicators. Distribute MI daily, weekly, monthly to the whole team
-Performance Management and Communication. Set individual targets to ensure that all staff are accountable for their own KPI’s.
-Ensure all staff have weekly 121 appraisals for performance and take corrective action for under performance against their target. Hold weekly meetings to communicate progress, plans, changes and recognize great performances and contributions
-Assist in the selection, recruitment, training and discipline of staff to ensure we recruit the best people, train them to deliver excellence and
-Have experience and knowledge regarding CRM and telephony providers.
-Anything else the job may entail
-Native Level of English
-Good level of Spanish is a plus
-5+ years of customer service experience as TeamLeader/Supervisor
-Experience in managing team
-Proactive, self-motivated with a positive "can do" attitude.
-Ability to multi-task and prioritise effectively.
-Ability to work in a dynamic, fast-paced and growing environment.
-Competitive Salary
-Employee share scheme
-Permanent Contract
-Flexible Holiday Policy
-Work alongside a talented entrepreneurial team in the heart of Barcelona
-Working Hours: M-F 9-18
