Accepting applications until: 

Job Description

Reporting of the Role - Digital Service Lead

Overview of Job - Digital Service Manager
 

The Ad Ops team is at the heart of the Outdoor business and our priority is to deliver excellent standards of service that meet & exceed our customer’s expectations.  Our aim is to ensure the customer experience is at the forefront of everyone’s mind and we are always focused on driving improvements to give our customers the best service possible. 

As the Digital Service Lead, you will be responsible for the day-to-day customer support & campaign monitoring for all digital outdoor campaigns. This includes communicating and managing faults, supporting sales and customers with resolving campaign issues and agreeing compensation and overseeing that customer queries are answered accurately and as quickly as possible to ensure they receive a consistently good service.

It is essential you have strong customer support experience and a passion for leadership in order to create an environment for success through regular coaching, engaging and motivating your team. You will be responsible for leading the team to deliver a high standard of service for our customers consistently.

3 best things about the job

• You will lead a team of Outdoor operations specialists who are responsible for providing a crucial service to Global Outdoor customers. You will interface directly with people within the Specialists giving you a great deal of experience of working with customers.
• Everyday will be varied with different projects to work on and problems to solve. You will be key in implementing a good structure for monitoring which communicates to the wider business.
• You will be responsible for supporting team members with their development and you will play a crucial role in helping them progress in their careers at Global

Measures of success –

In the first few months, you would have

• A good understanding of all tasks and responsibilities within the team and have good knowledge of the team members; their strengths, development opportunities and they have a training plan where required.
• Identified priority improvement initiatives and initiated.
• Built good relationships with National sales teams and Specialists.
• Detailed knowledge of the business challenges at hand and a good understanding of the improvements required in your team to provide outstanding service to customers.

Responsibilities of the role

• Lead the daily operation of the digital monitoring team and be responsible for ensuring all agreed SLAs and KPIs are met at all times
• Ensure the team deliver excellent standards of service to all customers at all times 
• Provide regular reports and feedback to the Digital Service Manager to summarise team performance, customer feedback and your service improvement plans
• Lead improvement initiatives and improve processes to improve customer satisfaction
• Define and implement new proactive processes that add value for customers
• Quality monitor customer contact responses and provide feedback to the team to improve service standards and highlight and address training needs
• Collate and analyse team and customer feedback to work closely with sales managers to resolve any operational issues
• Take full ownership of escalated customer complaints and resolve efficiently to prevent further escalation
• Manage and maintain relationships with sales teams and with key contacts within Specialists.
• Build relationships with Adxba and digital operations, and create effective communication between teams to ensure we are up to date with any screen faults
• Ensure effective and consistent communication throughout the team at all times
• Responsible for rota planning/scheduling to ensure that service levels are met
• Lead, coach and develop the team
• Carry out regular 1-2-1’s with your direct reports and team meetings, developing a culture where training and development is important to ensure excellent performance and employee retention
• Lead the team to ensure there is a positive, motivational, supportive working environment
• Encourage innovation, feedback, collaboration, creativity within the team and inspire all team members to act as brand ambassadors
• Deputise for the Ad Ops manager in their absence when required

What you will need

The ideal candidate will be proactive and willing to develop and implement innovative solutions, capable of the following:

• Previous customer facing or Contact Centre customer service role experience for a minimum of 2 years
• Experience in Outdoor advertising and working with Specialists is essential
• Experience of managing a small team of people is desirable
• Flexible and adaptable to work in a fast paced, changing environment
• Can do attitude
• Experience of working in a high-paced environment & communicating clearly at all levels
• Customer focused with great customer service skills
• Excellent communication skills and confident dealing with people
• Ability to Work collaboratively with colleagues to achieve goals
• An understanding and ability to produce reports
• Proficient in Microsoft Office applications