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Senior Manager - Front line Operations
  • United Kingdom - North England - York -
1 year ago
Temporary - Remote
Job Description

This is an exciting opportunity to be part of the leadership of our Samsung Business Services Centre - SBSC - Team based in Leeds, delivering best in class support and experience to Enterprise customers on behalf of a leading global brand. Our SBSC team supports those Samsung Enterprise customers who have chosen to invest in Samsung products and services.

You will be responsible for leading the Frontline and Operational Support team managing a wide range of contacts from general enquiries through to complex technical issues. You’ll share their passion for technology and their customer focus, and will support them in delivering the best possible customer experience, empowering your team to take ownership of enquiries, to make things easy for customers, and to resolve enquiries at the first point of contact.

What you’ll be doing:

  • Ensuring we have Samsung customers at the heart of everything we do in the SBSC, and to support your teams in delivering a premium customer experience
  • Handling customer escalations taking ownership of escalated enquiries through to resolution to minimize customer effort, and reviewing and addressing the root cause of escalated complaints
  • Providing people focused operational leadership that delivers performance targets and our vision to offer the best service in the industry for Samsung Enterprise customers
  • Leading a team of team leaders responsible for the excellence of all frontline customer contact, providing ongoing coaching and development to support the delivery of a premium customer experience that minimizes customer effort:
  • Supporting all team leaders in their ongoing development through the performance management process:
  • Creating a fun and engaging, high energy environment where our teams love to come to work, and feel inspired, supported and valued

What’s in it for you?

  • Competitive salary
  • Based in Arlington business Centre, Leeds – mainly home based currently
  • Flexible working hours, Monday – Friday. No weekend work
  • Training will be a mixture of office and home based

Don’t forget, you’re part of a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

Required Knowledge, Skills, and Abilities
Strong people management and leadership skills, with experience of managing teams to deliver operational service levels. Motivational skills to engage and inspire colleagues and strong coaching and development skills to support ongoing colleague development. Excellent customer focus - Committed to treating customers in a fair and consistent way. Proven track record of developing and implementing continuous improvement both in process, technology and working practices. Experience of working in a controlled or regulated environment and managing stakeholders to comply with established processes and procedures. Tenacious approach to problem solving including complex technical enquiries.

Reference no: 21674


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