Overview

Position Title:Customer Service Senior Advisor

Company:Crown Commercial Service

Location:Nottingham, UK

Job Description:

Experience in managing / mentoring & coaching a team of customer service advisers in a similar contact centre environment across multiple customer contact channels.
Ability to identify gaps in performance, productivity and quality within the team and to close those gaps through coaching, training and/or performance management.
Experience of outbound customer contact to identify new business opportunities and using inbound customer contact to identify opportunities for upselling / cross selling to promote services.Ability to identify trends and issues, understanding how to create, read and action reports and feedback.A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool.Excellent analytical, verbal and written communication skills.

Responsibilities:

  • Ability to identify gaps in performance, productivity and quality within the team and to close those gaps through coaching, training and/or performance management.
  • Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
  • Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool.
  • Experience of outbound customer contact to identify new business opportunities and using inbound customer contact to identify opportunities for upselling / cross selling to promote services.
  • Excellent analytical, verbal and written communication skills.
  • A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.
  • Experience in managing / mentoring & coaching a team of customer service advisers in a similar contact centre environment across multiple customer contact channels.

About Crown Commercial Service

We are the biggest public procurement organisation in the UK. We use our commercial expertise to help buyers in central government and across the public and third sectors to purchase everything from locum doctors and laptops to police cars and electricity.

The collective purchasing power of our customers, plus our procurement knowledge, means we can get the best commercial deals in the interests of taxpayers.