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DATE ADDED: Thu 20/02/2020

Concierge Lead

Manchester, UK


JOB TYPE: Permanent

Concierge Lead

As the Concierge Lead will manage the Concierge Team, organise workloads and drive outstanding customer service. You will need to be highly organised, an excellent motivator of people, able to multi-task and communicate well at every level. You will put the customer at the heart of everything you and the team do.

You will also be expected to know the Companys products and policies inside out and be able to communicate them to other members of staff

One of the main responsibilities of the Concierge lead is coaching the sales staff to deliver world class customer service. You will be responsible for providing consistent support and coaching across the department to support in improving service and product knowledge

You will oversee and implement the strategic objectives of the department as directed by your line manager. In addition you will organise and facilitate the training needs of the department as either observed or directed. Lastly, and most importantly, ensure delivery of all KPIs including quality and outstanding customer service with a genuine passion for surveying.

Experience in a customer centric business would be a huge benefit to this role

Examples of what you will be doing:

  • Running the day to day of the Concierge team through people management
  • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
  • Ensure continued alignment of the Customer Service Department with the objectives of the company
  • Ensure the department is fully trained in all the Companys survey products
  • Continuous coaching and feedback to drive industry leading world class customer service
  • Drive the teams KPIs by ensuring daily, weekly and monthly targets are met
  • Accountability for team performance, including coaching & development of team members individual performances
  • Ensuring a Safe & harmonious working environment
  • Motivate & support team members
  • Drive performance improvements
  • Conducting 121s with staff on a monthly basis and performance management.
  • Provide day to day assistance and support to the sales team and accountability for team KPIs
  • Provide weekly and monthly KPI updates.
  • Ensure customer service levels are maintained and exceeded through monitoring and reviews
  • Dealing with Escalations
  • Calculating and auditing commission

Examples of how you will do your job:

  • You will bring all aspects of our values to life: Personal, Responsible, Straightforward and Passionate:
  • Responsible - you will work by example in putting the customer at the heart of all people approaches and services; demonstrating a strong sense of ethics in doing the right thing
  • Straightforward - your communication uses everyday language that takes the complex and makes it easier and relevant for our people to understand
  • Passionate and relentless - youll achieve yours, colleagues, and the businesses ambitions, in a multitude of ways and overcoming setbacks along the way. You will inspire your peers and colleagues to do the same, keeping them focussed and enthused, and celebrating successes as they arrive
  • Personal and authentic - you will create your own personal brand, being approachable to our people and Leaders, with a strong sense of humility
  • Infectious Energy -the way you go about carrying out your role, with passion, energy, and determination to make a difference, will inspire others. The little bit of difference that you make to colleagues each day will be bring a massive difference to whole business

Examples of how you will know you are doing a great job:

  • Having a highly motivated and competent concierge team
  • Increasing NPS scores by delivering leading world class service
  • Meet & exceed performance targets for the teams in line with monthly goals set & agreed
  • Ensure all service levels are met & exceeded at all times - SLAs will be set & agreed monthly
  • Team performance is managed in line with Company guidelines - to include performance management, team meetings and staff retention
  • To achieve company standards or more in the employee engagement survey
  • Attendance is managed in line with Company guidelines
  • Low escalations and complaints
  • Manage compliance & risk whilst delivering excellent service and exceeding SLAs
  • Increasing employee satisfaction and engagement , measured by the employee engagement survey

Experience you have that will set you up for success:

  • Proven team management / people management within a targeted call centre environment
  • Ability to coach, train and develop individuals
  • Analytical with exceptional attention to detail
  • Previous customer service experience
  • Proven track record in coaching and training in a customer service environment
  • Experience in driving world class leading service
  • Change management
  • Proven track record in motivating a team
  • Excellent time management skills
  • Ability to recognise problems and areas for improvements
  • Strong communication skills
  • Knowledge of HR policies, practices and procedures

Personal Attributes

  • Outstanding coaching skills
  • Strong people manager
  • Motivated
  • Approachable
  • Attention to detail
  • Organisation skills
  • Flexible approach
  • Be calm under pressure
  • Punctual and reliable
  • Strong team player
  • Positive can do attitude
  • Ability to work on own initiative

Other helpful things to know:

  • This role will be based in Manchester

Role: Concierge Lead
Job Type: Permanent
Location: Manchester, Lancashire,

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