Service Excellence Manager at Ten Group

Key Responsibilities

Act as advocate of Ten SE (Service Excellence) standards and processes (90% of role)

•     Manage and deliver the QA process, scoring and monitoring requests. Consisting of; Selecting calls and requests to be monitored each month, selecting request types and department to focus on based on business need
•     Using our internal quality assurance scoring methodology to assign a score to each request

    Assess the end-to-end member journey

•     Work with operations leads and learning and development teams to ensure all expectations are understood and communicated to relevant stakeholders
•     Highlight any processes that have a negative impact on our member experience
•     Work with team managers to ensure trends are shared and team managers are coaching their LMs based on QA performed

Report to the business on QA trends to drive service improvements

•     Create trend reports based on QA results and ensure they are communicated back to TMs, learning and development, and Ops teams to enable them to drive informed and targeted service improvements.
•     Preparing and providing analytical data and reports to Operation stakeholders, Member Satisfaction and Customer Experience
• Identify opportunities and work with operational and learning and development teams to drive service improvements

    Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.

•     Contribute to a monthly forum with key stakeholders (could include client services, operational, management, learning and development to identify and understand opportunities to improve (trends) within the business.
•     Assess the success of any changes/improvements made through targeted quality audits.

Requirements

•     Communication - your communication style is confident with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with all stakeholders
•     Passion for the member experience and service delivery standards – You are an advocate for the member, you can inspire excellence from others
•     Independence - Ability to work independently with minimal supervision, be self-motivated
•     Time Management - Ability to utilize the available time to organize and complete work within given deadlines
•     Multitasker - Ability to juggle multiple priorities simultaneously
•     Accuracy - Ability to perform work accurately and thoroughly
•     Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.