Tuesday , January 31 2023

JD Careers – Senior Lead Advisor

Website JD Sports

Job Description:

The Senior Lead Advisor is accountable for deputising for the team manager within the Multichannel Customer Care Operations Team. They are required to provide support through effective coaching to ensure team key performance indicators are achieved. Improve service delivery within the customer care operations by reviewing processes and always keeping up to date with legislation and trends. Driving CSAT improvements throughout the Department and developing effective quality control processes and is crucial in order to support the delivery of excellent service and enhance the overall customer experience.

Job Responsibilities:

  • Balances CSA duties with that of the Senior role in order to maintain excellent standards, capability and knowledge, and to ensure delivery of own personal targets.
  • Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff.
  • Handles escalations and customer complaints to full resolution.
  • Proactively identify customer-impacting issues in real-time and escalate accordingly
  • Support with data for reports and meetings, ensuring content and presentation meet the criteria set, and are clear and concise
  • Work closely with TM to regularly review the Team performance against agreed objectives and targets
  • Support TM and develop team with one on one observations and feedback.
  • Helps drive business change initiatives and continuous improvement, and ensure advisers are aware of all necessary communication.
  • Support the TM in the management of the Customer Care Agents
  • Supports new starters by ensuring a seamless transition from Grad Bay to the team.
  • Constructively highlight behaviour and actions that negatively impact customer experience
  • Carries out various ad-hoc development tasks in order to support team efficiencies.

Job Requirements:

  • Management qualification is desired but not essential.
  • Ability to provide good judgment, even in pressurised situations
  • Developing and improving existing processes.
  • Can-do attitude, accountable even when something is the outside area of responsibility
  • Excellent communicator
  • Extremely organised with a structured approach
  • Is a self-starter and self-sufficient
  • A demonstrable passion for service deliverance.
  • Flexible approach to working, as we need to cover a 24/7 operation.
  • Excellent PC skills
  • Positive manner

Qualification & Experience:

  • Proven experience in a Management role.

Job Details:

Company: JD Sports

Vacancy Type: Full Time

Job Location: Kingsway, England, UK

Application Deadline: N/A

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