Customer Assurance Team Leader.

Job Description

JOB TITLE:                                     Customer Assurance Team Leader
BUSINESS UNIT/DEPARTMENT:  Customer Data, Quality, & Process
LOCATION:                                    Chadderton
REPORTS TO:                               Centre Manager

ROLE PURPOSE: To protect the customer journey by ensuring customer interactions, processes and outcomes meet the required quality, compliance and service standards.  By driving a culture of right first time as part of a dedicated Customer Assurance team. Provide quality checks and support to ensure all relevant administrative configurations and work instructions are in place to allow accurate transactions in terms of customer accounts, product codes, scope descriptions, contracts, quotes, complaints and pricing set up. Ensure customers, products and price data in all systems are maintained with high level of accuracy. Championing excellence, identifying risks and improvement opportunities through insight, auditing and coaching. Provide support to sales, operations, centre, billing and finance teams.

Key Accountabilities & Activities

• Lead the day-to-day delivery of the customer assurance team. Understanding the end-to-end VPS process from enquiry to invoice.
• Ensure quality monitoring is completed accurately and fairly across teams. By maintaining high standards of consistency across all audits and assurance activity.
• Identify customer experience risks and service failings and ensure these are escalated to the right people to put root cause fixes in place.
• Manage, motivate and develop the CA team Setting clear expectations that align with business priorities. Ensure learning is embedded and improvements are measurable.
• Support the design and delivery of quality improvement plans for teams across the business. Working closely with stakeholders to provide actionable recommendations that drive initiatives that improve customer outcomes, reduce complaints and improve operational effectiveness.
• All customer contracts are set up in timely manner with high level of accuracy.
• Ensure accuracy and timely response to customer quotes and complaints.
• Create and maintain product codes in line with company service lines offering. Input, test and maintain pricing in line with customer price changes in our systems.  
• Working closely with the Central Support teams to ensure all transactions are processed accurately in terms of customer data and product codes integrity
• Ensure the highest level of data integrity using robust and thorough processes
• Create and maintain Work Instructions and training documents
• Develop and management of complex reports that arise from business needs
• Conduct administrative audits focused on income, products, service inputs, calls and customer set up and identify actions to improve training or process in order to avoid administrative errors
• Develop and maintain an excellent knowledge of all the products and services offered by VPS
• Working closely with colleagues throughout the business providing daily support where required
• Champion, coach, mentor and support teams with additional knowledge required to drive continuous performance improvements.
• Effective complaints resolution adhering to company process.
• Strong communication skills with internal and external stakeholders and escalation management.
• Effective prioritisation and time management.
• Ad hoc duties as and when required by the business

Key Performance Indicators

• Speed of response
• Completion of assurance activity in line with agreed sampling plans.
• Quality performance improvement.
• Accuracy of administration.
• Good collaboration and relationship management across business functions.
• Reduction in failures, credits and complaint drivers.
• Stakeholder and customer satisfaction with insight, response, and support provided.

Essential/Desirable qualifications and experience and personal attributes
Essential:

• Strong customer first mindset with a passion for delivering service excellence.
• Leads by example and sets high standards.
• Ability to manage priories in a fast-paced business-to-business environment.
• Experience of producing reports and presenting insights.
• Excellent attention to detail.
• Excellent organisational skills with the ability to prioritise daily tasks
• Good oral and written communication skills
• Team player with strong interpersonal and collaborative skills.
• Able to work under pressure and to tight deadlines.
• Good problem-solving skills and able to use your own initiative.
• Excellent working knowledge of Outlook.  Intermediate to advance excel skills (pivot tables, XLOOLUPS, SUMIFS, COUNTIFS and wildcard checks)
• Willingness to learn excel functions such as Power Query/Power Pivot for data cleansing.

Desirable:

• Experience using Microsoft Dynamics and Navision