Senior Partnership Manager â Customer Service
Senior Partnership Manager â Customer Service
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Job Description
Overview
Permanent
From 80000 Pension PMI ShareSave 6.6 weeks holiday Hybrid Working (2 days per week in the office)
Southampton Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores our people and our whole business with everything it takes to help our millions of customers create a home theyll love. Join us as a Senior Partnership Manager Customer Service and youll be a big part of this.
Role Purpose: As Senior Partnership Manager in Customer Services youll be responsible for a complex Customer Service operation. You will ensure our Business Process Outsourcing (BPO) Partnership delivers services that provide effortless customer service every time across various customer interaction types prioritising first-contact resolution and customer satisfaction. You will take ownership to drive a high-performance culture across the operation in line with B&Q behaviours purpose and commitments. This role involves partnering with our inhouse teams and offshore provider to ensure the partnership can deliver exceptional operational performance resolving issues and driving improvements in line with B&Q expectations standards and goals. The role requires a thorough understanding of contact centres BPO industry contract management and commercial retail acumen as it is responsible for ensuring both parties adhere to and deliver in line with the contracted stipulations. The Senior Partnership Manager understands and interprets available reporting and insight to effectively to drive continuous improvement and customer satisfaction. This position demands ability to foster effective working relationships at all levels working cross-functionally across business functions and geographical locations
to ensure seamless delivery of services. A pivotal position in enhancing customer experiences this role demands a broad customer service background with experience in balancing strategic goals leading large contact centre teams and ensuring strategy meets on-the-ground realities to maximise customer satisfaction.
Whats the job
Key Accountabilities / Responsibilities:
Responsible for operational performance of our BPO partnership ensuring all our Customer Service teams achieve
defined customer metrics including Customer Satisfaction (CSAT) First Time Resolution (FTR) Quality and SLAs.
Effectively manages relationships across business functions and with our BPO provider to develop a strategic roadmap
to ensure delivery of high-quality consistent services in line with agreed-upon standards and KPIs that meets with on the-ground realities
In conjunction with the Director of Customer Services work cross functionally across multiple geographical locations to develop a centralised Customer Service strategy for B&Q
Working with the Transformation Manager to connect our contact management processes
Brief and utilise Data & Analytics resources across both B&Q and the outsourced partner to develop a suite of Customer Service dashboards for real-time insights and data that supports the transformation of Customer Service at B&Q.
Analyse Data and MI to identify trends and performance opportunities using actionable insight to influence business
strategy and decisions
Act as Operations lead for Customer Services during key business events and peaks ensuring all stakeholders are updated on operational performance risks to plan and issue management.
Ensure operational costs are optimized by conducting regular analysis of cross channel metrics and overall productivity. Identifying ways to optimise resource allocation and reduce operational overhead whilst ensuring delivery customer satisfaction targets.
Oversee and support the complaints team in effectively handling and resolving customer complaints to increase customer retention and satisfaction.
Support the Director of Customer service in facilitating change across the business through knowledge-sharing and voice of customer sessions/workshops.
Work with internal stakeholders to develop strategies for wider B&Q functions to leverage BPO services to achieve company goals and enhance overall customer experience.
Keep abreast of external contact centre trends and developments in BPO industry attending industry events where necessary and utilising this knowledge to inform the strategic development of B&Qs Customer Service strategy
Foster a partnership of shared value and belonging with our BPO that supports delivery of the B&Q purpose Better Homes. Better Lives. For Everyone.
Working closely with the Director of Customer Service and Procurement review contracts pricing models SLAs and manage vendor relationships through B&Q vendor management processes.
Provide strong leadership through role modelling the B&Q behaviours purpose and commitments
Deputise for the Director of Customer Service where required
What we need:
Required Skills & Experience:
A strong leader and people manager experienced in coaching and developing strong capable teams across multiple
geographics
Experienced in managing contact centres BPO and 3rd party relationships
Experience managing matrix teams in an operational environment
Experience working at a senior level in Customer Service with offshore BPO experience
Excellent verbal/written communication presentation and engagement abilities being able to provide clear and concise operational updates (both verbally and written)
Extensive experience in transforming Customer Service operations with proven ability to navigate and deliver
complex change
Ability to identify analyse and share performance metrics and data to drive improvements with familiarity with key
performance indicators (KPIs) for contact centres such as average handle time (AHT) first contact resolution (FCR)
and customer satisfaction scores (CSAT).
Strong attention to detail and accuracy.
Excellent time management and multitasking abilities.
Ability to plan prioritize and coordinate tasks efficiently to prioritise multiple requests and manage a wide variety of
stakeholders
Experience in budgeting P&L Management cost control and financial analysis.
Ability to manage resources efficiently to achieve financial goals.
Resilience in a fast paced change environment
Other Requirements:
SSO/Hybrid with frequent travel to the outsourced location (Cape Town South Africa)
Whats in it for me
As part of a great team youll be valued for who you are.Were committed to making B&Q more diverse and representative of the communities we serve where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary our benefits package includes an award-winning pension scheme bonus ShareSave options 6.6 weeks holiday payroll giving an Employee Assistance Programme shopping discounts colleague wellbeing benefits and lots more!
So we can support you during the application or interview process please contact for any recruitment adjustments.
Required Experience:
Manager
Employment Type
Unclear
