· Review and manage the team’s workload and ensure work allocation is fair · Ensure service delivery is in accordance with client and department SLAs leading to the highest levels of customer satisfaction · Working within customer service management guidelines such as daily/more frequent metrics management, quality evaluation and team communication protocol · Lead and manage resources to ensure staff utilisation and productivity · Support resolution of customer complaints and complex issues · Actively seek continuous improvement by reviewing work processes and identifying different approaches to getting work done, which result in efficiencies and ‘SMART’ ways of working to ensure employee productivity and client needs are achieved. · Encourage and nurture strong working relationships with key internal stakeholders. · Assist the Head(s) of the Customer Engage Centre with any change projects as appropriate. · Ensure that processes are fully documented, supported & trained thereby reducing process failure and cost of error · Ensure compliance with LeasePlan policies

•Manage the day to day operation of the Customer Service Team, consisting of FTE 18 including 2 Supervisors• Ensure all members of the team have knowledge of company policies and processes, as well as excellent customer service skills.• Act as an escalation point for any customer related issues.• To ensure that the level of customer satisfaction remains “high” and that remedial action is taken to address any issues identified.• To work as part of the Management team to establish and implement policies, goals, objectives, and procedures which promote excellent customer service across the company. • Ensure all compliance issues are properly recorded, updated and stored on the company database and that reports are produced as required.• Act as a key point of contact for operational issues which impact on the customer experience.• Ensure budget requirements are met.• To provide on-going feedback to team members to facilitate continuous personal development and success. • Address performance issues in a pro-active, fair and timely manner.

• Manage the Customer Service team of up to 25 staff at full headcount.• Ensure that KPI’s are met across the Customer Service area – Customer Contact Team, Complaints and Cancellations.• Identify any training needs across the team, to train and develop by side monitoring, coaching and ensure classroom sessions are arranged where necessary.• Carry out performance reviews and regular one-to-ones.• Plan and be involved with training new recruits ensuring the initial training module is complete and updated with new products and amended processes on a regular basis.• Oversee the incoming email traffic to the company inbox’s are efficiently dealt with in set SLA’s.• Oversee the workflow, accuracy & pace of the admin within the department to ensure deadlines/SLA’s are achieved. • Oversee the smooth running of the reception area at the front of house.• Manage and authorize credits given where post publication complaints come in from customers.• Liaise with Sales Management where appropriate to resolve post publication complaints.• Resolve customer disputes and complaints on an escalated level when a managers level is required, this involves direct customer contact on a regular basis.• Ensure the ‘Voice of Customer’ lives within the department.• Organise resource, carry out interviews, disciplinary and appraisal meetings.

• Answer incoming telephone calls within 2 rings. • To be multi skilled by dealing with all incoming calls to the Customer Service Team• To achieve set standards, targets and service levels as defined by the Customer Service Manager.• Ensure that all customers written enquiries received into the department are recorded and actioned promptly.• Liaise with Sales Management where appropriate to resolve post publication complaints.• Present to Initial and Continuation sales courses the processes in the Customer Service Team.• When promoted to Senior I helped run the team in the Team Managers absence and got involved in training new recruits on the internal systems.• Resolved post publication complaints, negotiating with the customer to reach an acceptable resolution for both the customer and the company. Raising a credit where it was necessary.

• Responsible for all accounts assigned to the Customer Support Group. To provide the best possible services in order to maintain a 2 call sales system at its most efficient level.• To carry out all support functions including planning prospect areas, processing customer orders, amending customer advertising and closing and producing the directory reports within set time frames and to required standards.• Responsible for all financial collection activity and complaints ensuring they are responded to promptly and in an appropriate manner.• To achieve set productivity and accuracy standards and keep the Customer Support Group Manager informed of any adverse trends from the sales force

• To ensure the Customer Support Group Staff and Sales Executives have a sufficient supply of stationary and stock is controlled efficiently. To carry out filing within the department and ensure all machines were maintained.• Cover for any absence through sickness and holiday in the Customer Support Group.• Answer telephone calls when required, ensuring queries are either dealt with or passed quickly and accurately to a Co-ordinator.

• Assist Sales Executives in making weekly appointments.• Achieve set targets of 10 confirmed appointments a day.• Keep clear records of appointments made.• Contact all prospects held for that area in a set time frame.