Job Description

Key Accountabilities:

• To support the Head of Customer Services deliver the very best service across all customer touch points, Online Coach and customer service, whilst balancing the cost to serve.
• Hold monthly review meetings with our internal teams to identify trends in complaints/customer feedback, ongoing refinements to stop these and reviewing the Stock Responses / call flows in line with brand tone of voice.
• Investigate and refine processes and work with key stakeholders across the better to offer a measured improvement in customer satisfaction.
• To take the lead in trials enhancing our customer journey through Online Coach and Customer Service, including, but not limited to introductory calls to members, Online Coach on the Visitor Site, enabling coaches to respond to customer service queries via Online Coach platform.
• Working with our insight team develop and implement ways for our customers to feedback on the service they are receiving from our Customer Service team.
• Supporting the Head of Customer Services by attending the monthly customer service review with the third party supplier to focus on learnings from the previous month and future opportunities.
• Working alongside our colleagues in training to develop the relevant training plan for both customer services and Online Coach to enhance soft skills as well as factual knowledge of the programme.
• Ensuring cancellations are managed tightly, within budget, and that the right conversations are had to save the member in as many instances as possible. To ensure new ways to save the member are continuously explored; again balancing customer satisfaction and the cost to serve.
• Online Coach - working with the Senior Agent ensuring robust process are in place, and consistently followed for shift cover/swaps, ongoing recruitment, forecasting / budgets and evolving and enhancing skills where required through training.

Skills and Behaviours:

• Strong analytical skills to understand what drives customer contacts across all platforms and understand what opportunities this presents.
• High level of communication skills written, email and verbal; including ability to adapt communication style to a suit customer and situation.
• Good project management skills.
• Strong understanding of company operations business.
• Ability to multi task using various systems/reference points.
• Excellent customer service skills.
• Strong proactivity and planning skills.
• Excellent communication skills both verbal and written.
• Computer literacy in Word, Excel and PowerPoint.

Required Knowledge, Skills, and Abilities