About the Role
This is a key new role within the Customer Service Function to be a local driving force for our team’s KPIs, global strategies, customer experience and revenue growth. The role will lead a group of individual contributors to deliver Abcam’s world class customer service offering across multiple customer touchpoints.
Roles and Responsibilities
Key accountabilities
Performance
- Drive KPIs – ensure that we are meeting our global Customer Service key performance metrics (inc speed and quality) every day, and are actioning non-achievement with clarity and urgency
- Direct / co-ordinate day-to-day work (e.g. queue management) within the local team and globally for the best overall outcomes
- Play a critical part in transitioning the team to successfully deliver against broader measures that directly impact the company CVDs and L1 KPIs, not simply being focused on customer experience / tNPS
People
- People management responsibility of Specialists
- Train, mentor, coach and support all colleagues as-and-when required
- Help cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication and teamwork
Process
- Direct stand up meetings using Daily Management techniques, and represent the team where required, especially when ensuring performance aligns with expectations
- Support with tNPS investigations for root cause/close the loop and ticket management
- Assist with quality reviews
- Involvement in eNPS initiatives to drive team engagement
- Point of contact for escalated issues and customer complaints
- Support with Credit Note approvals
- Help with specialist and senior specialist tasks as-and-when required
- Deputising for Manager in their absence
- Involvement with, and leadership of projects when required
- Use DBS to identify ways to continually improve our ways of working, measuring the success of these changes
