Senior Specialist: Customer Touchpoint Management at Liberty Group South Africa

Purpose

To provide advice and support in the development and implementation of customer touchpoint management planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, experience.

Minimum Experience

3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications

• Any CX Certification or Accreditation
• Analytical Qualification (Advantageous)

Process

• Advise on and contribute to the development of procedures and processes within area of specialisation for continued quality and service improvement.
• Develop own knowledge and experience to assist in the development of work solutions and offerings that aims to improve service and quality.
• Coordinate research and information gathering activities and collate and analyse information to serve as input to managerial reporting or decision making.
• Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
• Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction.
• Proactively identify challenges that hinder effective customer management and provide well thought out and researched solutions.
• Manage customers effectively according to strattegic goals and objectives.
• Work with various specialists across Liberty to understand customers requirements, journeys and touchpoints with Liberty.
• Monitor and assess the adherence to customer and FA experience standards, frameworks and applications are applied in areas or processes where customer interaction is required.
• Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
• Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.
• Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.

Customer

• Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
• Advise on and provide support to ensure the effective resolution of customer queries in order to ensure customer satisfaction and retention.
• Provide specialist expertise and advice to internal/external customers, that builds strong relationships and creates a favourable impression aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to financial controls, governance and compliance policies and processes throughout an area of specialisation, contributing to cost efficiency.

Learning and Growth

• Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.

Governance

• Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.

Competencies

• Demonstrated Evidence of Business Process Mapping.
• Demonstrated understanding of Impact of Touchpoint/Channels on overall Customer Experience.
• Demonstrated Experience of measuring Customer Experience by various touchpoints.

Liberty Values

Technical Competencies

• Customer Understanding (Intermediate)
• Service Delivery (Intermediate)
• Query resolution (Intermediate)
• Customer Liaison (Intermediate)
• Research and Information Gathering (Intermediate)
• Customer Advice (Technical) (Intermediate)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

• Professional/Technical learning (Intermediate)
• Problem Solving and Analysis (Intermediate)
• Relationship Management and Networking (Intermediate)