ghd403 - Professional Customer Quality Leader - 9 months contract

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Posted: 11/01/2019 16:53
Start Date: Not Available
Salary: competitive
Location: Leeds Office
Level: Standard
Deadline: 25/01/2019 23:59
Hours: 40.00
Benefits: competitive
Job Type: Fixed Term Contract

What’s the Job?

To provide an exceptional level of service to the salon population; ensuring that all duties detailed below are executed to the highest possible standards. This role demands a high level of focus on delivery of solutions, demonstrating excellent attention to detail and administration skills. With the additional support to the wider team and Manager on a day-to-day basis. This is a 9 months fixed term role


What will I do?

  • Deputising in the absence of the Quality & Experience Manager, looking after the team and providing support
  • Provide day to day management of the Professional Customer Quality Team, being the first point of contact for all day to day enquiries and initial escalations
  • Motivate Team members to deliver against Team and individual KPI’s
  • Point of escalation for the Professional Quality Advisors
  • Provide salons with information of our latest offers and products
  • Process payments accurately and answer any queries on their account
  • Identify opportunities to promote and up-sell products
  • Deal with escalated complaints and respond to customers and salons via telephone, e-mail and letter, escalating to the Customer Quality & Experience Manager where appropriate
  • Lead 1-2 improvement projects per annum
  • Maintain the relationship with third party suppliers to ensure that salon orders are dispatched and received within agreed delivery times
  • Daily management of UK/IE stock, via liaising with our supply chain/logistics team and third party warehouse to ensure all salon orders are dispatched within delivery time frames
  • Supporting the representation of the salon channel in third party supplier meetings
  • Manage order anomalies ensuring that they are received in line with online delivery timelines and with highlighting any anomalies 
  • Any additional duties as requested by the Quality & Experience Manager


What skills and qualities will I need?

  • Previous experience working within Customer Service in a supervisory or leader capacity
  • Enjoys working with others in a team and has a friendly and positive approach to customer service and can confidently work in a team or independently
  • Confident and capable in leading a team, with strong coaching and mentoring skills
  • Proven written communication skills with excellent spelling and grammar
  • Excellent telephone manner and good listening skills, with the ability to be able to effectively empathize
  • Ability to build rapport and use initiative to resolve customer problems
  • A positive outlook and enthusiasm towards work and colleagues
  • Is able to motivate and inspire a team to deliver results on a day to day basis
  • Can effectively delegate tasks and follows up to ensure completion
  • Previous experience with managing own work load
  • Previous experience in mentoring and coaching team members
  • Capable of multi-tasking under tight deadlines with a sense of urgency
  • Flexible in approach and innovative thinker in an dynamic environment
  • Passion for consumer experience & sales
  • Computer literate, with experience of MS Office applications and MS Access and should be a competent and accurate typist


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