Description A fantastic opportunity is now available to join our Customer Experience Team at Solvd.
in the centre of Glasgow.
Our team provide several services including Customer Experience, Finance and Payroll.
Solvd.
is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.
We offer a competitive salary and great benefits.
Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!
The Role You will be responsible for successfully leading a team of Customer Experience Agents to deliver an outstanding customer experience whilst continually monitoring service levels, focusing on continuous improvement and delivering organisational KPI's.
You will be responsible for the performance management of a team of Customer Experience Agents, ensuring all team members have clear objectives.
You will work with the team to ensure customers are provided with an excellent customer experience focusing on first contact resolution, by driving and engaging the performance of the team to achieve excellence in delivering a proactive, high-performance culture of continuous improvement.
Key Responsibilities Responsible for managing and coaching the Customer Experience agents.
Support them to be effective in their roles, working smartly and efficiently to motivate and inspire them to achieve outstanding customer service.
Coach and educate Customer Experience agents to further strengthen and enhance their performance to meet SLA's and customer demand.
Delivery of HR related tasks, policy, and procedure.
This can range from sickness absence management to performance and disciplinary.
Create a culture of engagement encouraging growth, personal development, and a great place to work through regular 121s to discuss performance and wellbeing.
Work in conjunction with training and quality team to ensure quality standards are met and positively contribute towards department quality performance.
Responsible for allocation of work through different streams to ensure these are kept within SLA and meet.
Work closely with senior agent to ensure development structure is in place with agreed timelines and goals.
Update CX processes as and when required to ensure up to date information is readily accessible for frontline staff.
Skills, Knowledge and Expertise Possess the management skills to lead, develop and motivate a team.
Show clear vision and purpose and inspire teams and colleagues to organise themselves in an agile way in order to reach targets.
Problem solving skills (calculations, numeracy, analytical).
Attention to detail and accuracy skills.
Ability to work independently and as part of a team.
Ability to work under pressure against tight deadlines and competing priorities.
Build strong relationships and collaborates with internal and external stakeholders.
Benefits Discretionary ScotRail Season Ticket (home to work) Discretionary bonus scheme Living Wage and Living Hours Accredited 34 days holiday (including public holidays) with option to buy additional Generous salary exchange Pension Scheme and Life Assurance Scheme Optional Private Medical Insurance and Health Cashplan Schemes Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social Flexible dress code where you can Dress for Your Day!
Social events including Summer Event and Christmas Party Transport UK is a dynamic private sector transport operator serving millions of rail and bus passengers every day across the UK.
It operates Greater Anglia, West Midlands Trains, East Midlands Railway, and Merseyrail as well as 11% of London's bus routes.
Led by a dedicated team of industry experts with unrivalled experience in the sector, Transport UK is playing a vital role in shaping the future of integrated public transport.