To continuously monitor and measure the quality of co-ordinator calls and files, providing feedback, and coaching where required. To mitigate both volume and content of complaints through the effective identification of issues impacting the quality of the customer experience. To ensure the customer is at all times centric to the business, and that the highest standards of customer service are maintained.
Call Monitoring and File Reviews
Ensure calls are monitored and files are reviewed to highlight issues in order to improve the delivery of consistent levels of Quality service across all operational teams
To ensure there is effective two-way written and verbal communication with all parties.
Facilitate a Customer Centric, Quality Driven Culture
To highlight and manage positive and negative performance issues at both individual and team level. To liaise with the Operational Management Team to:
Specialist Skills & Knowledge
Evidence of experience within the following areas:
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