Retail Services Manager (Development)
CurrentManaging compliance of the cash out service in the retail estate, leading a team to overcome challenges of increased needs but less cash available through the start of the pandemic.Accountable for digital communication with retailers and consumers via email and social media channels, until embedded into the contact teams.Creating and delivering a quality new starter training programme for those joining the Retail Service Hub, requiring a breadth of knowledge around the companies products, services, systems and processes. Identifying training requirements in the existing team; creating and delivering training sessions to improve knowledge and skills of contact teams.Documenting all processes for first line teams and collaborating with second line teams to get the best results. Responsible for driving efficiency and improving first contact resolution rates through process improvements, based on analysis or data.Key stakeholder in business change; ensuring first line teams have the knowledge, skills and documentation available to resolve first line queries. Supporting project meetings to see success of all business change and championing a great retailer experience. Salesforce champion for the Retail Service Hub. Rolling out the platform to the team, regularly initiating developments to improve ways of working and supporting with quarterly testing.
