Job Description

Roles & Responsibilities

You Will

Manage, motivate and coach your team in their assistance of exhibitors, organisers, external suppliers and internal departments, following set guidelines and procedures
Conduct regular side by side and remote Quality Assurance reviews on all areas of work and systems, providing feedback and setting appropriate development or corrective actions
Manage, monitor and report Service Levels, Key Performance Indicators, staffing levels, staff activity and workflow, via available tools, one to ones and reports, to ensure maximum productivity and accuracy, addressing failures in a timely fashion
Implement, promote and lead up-selling across all services within the team
Managing administrative resource and tasks to ensure all orders are processed, enquiries handled, Salesforce and SOP updated, cases distributed, calls and chats answered
Handle escalated customer complaints, invoice queries and resolve other issues: feeding back to management any concerns, risks or issues with either people, performance, customers or procedures to ensure mitigation or contingency planning can be implemented
Create a positive, professional environment through effective communication, leading by example in the use of best practice and adhering to the company values
Work effectively with the management team, providing them with analytical data and team information as required and cascading relevant information to your team
Provide management cover and acting as point of contact as and when required, in line with the team shifts and departmental working hours
Maintain and update accurate records relating to the performance of your team, including preparation and delivery of monthly, quarterly and annual reviews, performance management, leave requests, Success Factors /or equivalent, input and participating in any disciplinary action
Schedule resource across all team activities in line with show and workload requirements and forecasts based on prior years, ensure visas are maintained (current)
Develop and enhance procedures within the Customer Care Team to ensure the department is successful and that process refinement and continuous improvement is on-going, and accreditation is achieved and retained
Involvement and provision of induction and on-going training including Salesforce, SOP (OOF) Chat, Customer Handling and other systems and procedures, team building and motivational activities.
Building and maintaining positive working relationships throughout the business, working with other key service areas and departments to achieve department and company goals
Roll up your sleeves to process orders, handle calls and carry out all other Customer Care Specialist tasks for a proportion of each day when we are busy.
Engage in on-site preparation and activity to support the Customer Care Team at events, Operations teams and the Account Management team as and when required across EMEA
Travel to show site when show is in build so passport and ID essential for travel regions to include GCC (UAE, Qatar, Saudi Arabia & Oman) and India
Oversee content and deadlines for all shows with senior Customer Care Executives
Main point of contact for any show related queries from Account Managers and Operations
Liaise with organiser clients and suppliers where applicable

What You ll Need

You will be an experienced Customer Care Manager with excellent knowledge of the Exhibition Industry. You will have good financial acumen, have excellent communication skills and be

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