Customer Service Manager

at  TLC Worldwide

WE ARE HIRING A CUSTOMER SERVICE MANAGER

Are you ready to join the world’s premier MarTech solution?
TLC has become THE global MarTech solution to reward consumer behaviour with experiences. Now operating from 14 worldwide hubs, the TLC Platform connects millions of consumers with over 150,000 experience reward venues. We trust in decades of proprietary data to ensure we offer the right experience to every individual.
At TLC, we know that experiences make life more rewarding!
We are looking for innovative, passionate and caring people to join our team and help us continue to build our success story!

JOB SUMMARY

To provide a professional customer support service with particular attention to all elements of customer fulfilment, and ensure that all customer queries relating to TLC campaigns are dealt with efficiently and to the satisfaction of the customer and our clients. To manage the Customer Services team.

Key responsibilities

• Understand the campaign terms and ensure these are adhered to when speaking to customers
• Confirm where Customer Services resources should be located for each key project
• Manage the workflow in the Customer Services team against the specific targets set and make any necessary improvements
• Ensure the Customer Services team is fully briefed and trained before new projects go live
• Liaise with international agents and partners
• Ensure that all incoming and outgoing mail is logged
• Ensure the service of the team for each campaign is in accordance with the SLA
• Liaise with other departments as necessary, including product development, Client Services and sales, for campaign updates and provide feedback
• to understand the commercials of campaigns and liaise with the relevant departments to manage redemption costs
• management of 3rd parties (call centre) as well as internal team

Reporting and Administration Tasks

• Ensure accurate records of all customer details in order to be able to produce reports
• Produce resource allocation forecasts for campaigns
• Produce Customer Services and redemption information reports and keep them updated

Management Tasks Hire staff for campaigns in accordance with allocation forecasts

• Direct team members, oversee their work and ensure they meet objectives
• Review workloads to ensure the team is working as efficiently as possible
• Accountable for the quality and accuracy of work produced by the team
• Review work processes to improve work methods
• Operational responsibilities, including conducting performance reviews, identifying training needs, monitoring absence, recruitment and handling disciplinary issues in conjunction with HR

SKILLS AND QUALIFICATIONS

• Has experience of working in a call centre and sales-led environment and in dealing with customer queries via the telephone. Ensures all customer queries are dealt with promptly and professionally and to the satisfaction of the customer. Has full knowledge of campaigns so customer questions can be answered immediately. Develops knowledge of specific offer campaign terms and conditions and appreciates how they relate to Customer Services issues
• Is professional in all types of internal and external communication and upholds the reputation of TLC. Can recognise when information must be communicated to other departments and does this in the most effective way
• Experience of working in unpredictable environment; can plan personal and team workloads and deal with unplanned changes to tasks and workloads. Can successfully handle several campaigns at any one time and ensures that targets are attained and customers are satisfied
• Has experience of managing a team
• Excellent communication and interpersonal skills, good telephone manner, organisation skills, ability to multitask and manage time effectively, good people management skills

Personal attributes

• Highly motivated, keen to learn, enthusiastic and has a positive attitude to work
• Proactive and always willing to offer new suggestions and ideas
• Adaptable and comfortable with change
• Team player
• Commercial
• Good attention to detail
• Professional at all times

Here’s what we’ve got to offer:

• Dynamic & collaborative team
• Creative work environment
• Career progression and upskilling opportunities
• Weekly Happy Hour
• TLC Wellness
• Global Clients & Team exposure
• TLC ‘Fun Club’ & Social Calendar (known to include pizza deliveries!)
• TLC Gives Back - Charity partner/off site days.
• ‘The Frankies’ - Our very own awards/staff recognition event.

Being a people-led business, we hire upon values and believe that our people are what make the beloved TLC culture so unique.
At TLC we aim to create a ‘world within the world’ that is free from prejudice, bias and inequity.
A world where diversity is valued and celebrated, and where we work hard to ensure all our wonderful people are given equal opportunity to succeed.
If you are ready to be part of the TLC Worldwide success story, click to apply today!
We look forward to seeing your application

Key responsibilities

• Understand the campaign terms and ensure these are adhered to when speaking to customers
• Confirm where Customer Services resources should be located for each key project
• Manage the workflow in the Customer Services team against the specific targets set and make any necessary improvements
• Ensure the Customer Services team is fully briefed and trained before new projects go live
• Liaise with international agents and partners
• Ensure that all incoming and outgoing mail is logged
• Ensure the service of the team for each campaign is in accordance with the SLA
• Liaise with other departments as necessary, including product development, Client Services and sales, for campaign updates and provide feedback
• to understand the commercials of campaigns and liaise with the relevant departments to manage redemption costs
• management of 3rd parties (call centre) as well as internal tea

Reporting and Administration Tasks

• Ensure accurate records of all customer details in order to be able to produce reports
• Produce resource allocation forecasts for campaigns
• Produce Customer Services and redemption information reports and keep them update

Management Tasks Hire staff for campaigns in accordance with allocation forecasts

• Direct team members, oversee their work and ensure they meet objectives
• Review workloads to ensure the team is working as efficiently as possible
• Accountable for the quality and accuracy of work produced by the team
• Review work processes to improve work methods
• Operational responsibilities, including conducting performance reviews, identifying training needs, monitoring absence, recruitment and handling disciplinary issues in conjunction with H