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3 months ago
Three
Location: Maidenhead
Job type: Permanent
Sector: B2C
Category: Marketing Manager
Job description

Job Context

SMARTY is the first sub-brand (MVNO) launched by Three UK as part of its New Segments initiative within the 2021 5-year strategic plan. Launched in August 2017, SMARTY is a SIM-only mobile network that's built to be simple and honest - taking customers' unused data each month and turning it into a discount on their next bill.

For us to be at our best, we need the right team because we’re committed to helping our people fulfil their potential, so they can help us fulfil ours. We’re able to do this because the people that work here share our passion and belief in making things right.

Job Purpose

Manage a team responsible for customer interactions via web chat and email, with a clear focus to resolve customer queries and issues and use these inputs to drive continuous improvement to make sure our customers can more effectively self-serve. You will be able to work in a cross functional and agile way, thinking on your feet and reacting at pace. Even though the team is part of a larger organisation it is self-contained, and you will help to develop the Brand by ensuring that all our approach, ways of working and communications with customers are consistent and recognisable and reflect the values we stand for.

Roles & Responsibilities

To ensure that we can support our customers when they want to reach us, it is important that you are flexible to work a shift pattern that covers the week and weekends. You will be flexible to work over a shift pattern to work 5 days in 7, with 8 hour shifts in either 8am – 4pm, 9am – 5pm or 12pm until 8pm.

Responsibilities
Performance Management
Improves personal performance of the Customer Support Advisor (Webchat) in terms of behaviours, activities and results using performance management systems and protocols and provides support and coaching to team members when required.

Customer Management
Supports Advisors to manage effective relationships with customers by following existing customer procedures which ensure a great customer service.

Rota Management
Monitors capacity requirements and ensures the relevant level of resource is available to maintain the relevant performance levels

Data Collection & Analysis
Produces accurate reports for senior colleagues by analysing and collecting data on a daily and weekly basis from a variety of standard sources and inputting that data into standard formats.

Data Management
Manages performance and customer data and interprets the outputs, taking actions or escalating if needed, to make sure performance issues are solved and customer centric activities are improved. Supports and enables Advisors to use and benefit from existing data management systems.

Operational Management
Manages individual and team operational activities and timings on a day-to-day basis and provides operational support by performing prescribed routine activities using existing systems and protocols.

Leadership and Direction
Provides primary supervision and daily communication to a Customer Support team managing transactional relationships with clients by ensuring the right performance through established processes and providing coaching and development when required.

Project Management
Supports senior colleagues by performing prescribed project management activities following existing procedures.

Skills, Experience & Qualifications

* Education
General Education
General education only, skills are mainly gained through experience. Academic qualification not required. Desired: Secondary / Intermediate + (5 GCSE)

Experience
General Experience
Sound experience in a customer facing fast pace environment, not necessarily in the telecom industry, at an operational level and understanding of straightforward procedures or systems (7 to 12 months)

Managerial Experience
Basic managerial experience of coordinating the work of a customer relations team and managing their performance on a contact centre or similar environment to ensure short term objectives are met (4 to 6 months)

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