Samantha Stevens

Customer Service Manager @Leaseplan

Slough, GB

Review and manage the team’s workload and ensure work allocation is fair · Ensure service delivery is in accordance with client and department SLAs leading to the highest levels of customer satisfaction · Working within customer service management guidelines such as daily/more frequent metrics management, quality evaluation and team communication protocol · Lead and manage resources to ensure staff utilisation and productivity · Support resolution of customer complaints and complex issues · Actively seek continuous improvement by reviewing work processes and identifying different approaches to getting work done, which result in efficiencies and ‘SMART’ ways of working to ensure employee productivity and client needs are achieved. · Encourage and nurture strong working relationships with key internal stakeholders. · Assist the Head(s) of the Customer Engage Centre with any change projects as appropriate. · Ensure that processes are fully documented, supported & trained thereby reducing process failure and cost of error · Ensure compliance with LeasePlan policies