Key Accountabilities

• Mentor and develop team leaders to maximize performance and service quality.
• Identify root causes of customer dissatisfaction and drive root cause remediation.
• Assist with complex escalated enquiries to complete related tasks and achieve service standards.
• Monitor, review, and analyse work volumes to report new and emerging issues to develop and implement systems, procedures, and projects to achieve business outcomes and improve performance standards.
• Develop and maintain knowledge of Blueberry Markets’ product offerings, techniques, and skills to deliver a high-quality service and an enhanced customer experience.
• Support the Head of Customer Experience in the development and implementation of ongoing training to ensure the team has superior Blueberry Markets’ product knowledge.
• Identify the types and causes of CX turnover and factors that impact CX offers retention.
• Support the Head of Customer Experience with scheduling and introducing changes to improve customer satisfaction.
• Design quality standards and scorecards
• Evaluate phone, email, and live chat transactions.
• Actively participate in business improvement programs involving changes to processes and functions.
• Carry out any additional duties or projects as required by the department/team.