The purpose of the role is to develop and implement the overall customer care strategy and manage the efficient and effective delivery of the customer care function, working with internal BAT operational teams and external outsourced delivery partner(s). This role is responsible for handling customer queries via a variety of channels, including social, and creating a best-in-class customer experience. The incumbent should be experienced in delivering great service and building relations. To ensure delivery of levels of service and values to end customers and play a key role in developing proactive customer care capabilities to delight BAT customers. To deliver our brand vision by always doing what we say we are going to do and focusing on a high-quality customer experience. We are all about ensuring customers optimize and enjoy the use of our products and services and increase their likelihood to recommend. Were redefining an industry while going through our own digital transformation, using innovation to keep our portfolio of products at the cutting edge. We have always been committed to recruiting, developing, and retaining the very best people in our business functions. As a member of our team, youll join an outstanding workplace, collaborating across borders with colleagues from multiple fields to evolve our business in one of the most dynamic phases of our history. Our company succeeds when our people thrive. Because the growth and well-being of our people are essential, we offer rich compensation, benefits, services, and development programs to help employees maintain and improve their health, wellness, and work/life balance. We empower our employees to balance their schedules to what suits them the most and how they are most productive.
BAT is evolving at pace - truly like no other organization. To achieve the ambition we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!
WHAT YOU WILL BE ACCOUNTABLE FOR
Be the relationship manager with UCC, leading on contract revisions, and raising of the necessary purchase order(s), reverting to BAT SLT as needed.
Identify opportunities to continuously drive operational efficiency in the delivery of customer care whilst continually improving the customer experience.
Lead the development and deployment of customer reviews / satisfaction feedback and contribute to evolving the NPS requirements.
Management of internal BAT relationships on behalf of the Customer Care function.
Resolving customer complaints quickly and efficiently.
Management of external relationships, including BPO(s).
Accurate reporting of Customer Care performance.
Accurate reporting of customer contacts.
Research, analysis, and presentation of contact reasons.
Monitor customer metrics and identify/implement improvements.
Proficient and compliant to internal processes and policies.
Team management and development.
Business sales / revenue / churn targets.
Actively and consistently demonstrate applicable BAT Culture initiatives and commitments.
Some minimal travel may be necessary to support the business client relationship and/or Closing Team training.