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Interim Manager Complaints and Proactive Service

2 maanden geleden

Groningen, Nederland VodafoneZiggo Voltijd
Vaardigheden die je goed kunt gebruiken voor deze job
  • Je bent analytisch. Hoofd- of bijzaak? Dat verschil zie jij meteen. Je komt makkelijk tot de kern en houdt tegelijk het overzicht.
  • Je bent klantgericht. Klant blij, jij blij. Je rust niet voordat iemands probleem is opgelost, stelt de juiste vragen en kunt goed luisteren.
  • Je bent part of the team. Jij bent een sociaal dier en doet moeite voor je collega's. Ook als je daarvoor je eigen belangen opzij moet zetten.
  • Je bent vernieuwend. Hallo early adopter. Je weet alles van de laatste innovatieve ontwikkelingen en welke belangrijk zijn voor je werk.
  • Je krijgt mensen in beweging. Jij gelooft in je plannen en weet anderen daarvan te overtuigen. Zal wel door je aanstekelijke enthousiasme komen.
  • Je spreekt begrijpelijke taal. Als je iets zegt, zorg je dat de ander het ook begrijpt. Je spreekt duidelijk en vlot, en kunt goed presenteren. Jouw baan

    Manage a team of 12 direct reports (Team Leader/Manager, Office Assistant, Crew Lead) and 130 indirect reports (appr 50/50 Groningen and Nijmegen). Ensures customer loyalty by focusing on customer service and direct interaction with the customer, both B2C and B2B. Handles customer requests and transaction demands and provides solutions to complaints received by all channels. Ensures that services and products fit the customer's need and increases the customer value if the opportunity arises. The goal of this role is to build and maintain relationships with colleagues, coach and develop colleagues to reach their full potential. Plus deliver excellent work and foster cooperation and align teams towards VodafoneZiggo's objectives. Dit krijg je van ons

    Werken als Interimmer bij VodafoneZiggo levert je meer op dan een betaalde factuur:

    • Een snelle laptop met alle tools die je nodig hebt.
    • Ruimte en vrijheid om met jouw expertise het verschil te maken.
    • Gemakkelijke afhandeling van contract, facturatie en het schrijven van je uren. Dit breng jij mee
      • Design and execute pro-active service campaigns together with marketing/advanced analytics.
      • Manage complaints process, incl legal claims.
      • Responsible for new build process
      • Managing the special care department for fixed and mobile including the client desks
      • De-escalation of complaints, legal claims and disputes. Responsible for all contacts with VIP customers. Determines and assigns compensations for customer claims.
      • Initiates and organizes proactive service campaigns to increase customer loyalty. Ensures deployment of the service strategy and act as project member / member of steerco’s of projects with customer impact.
      • Design, implement and execute the long term strategy for customer services complaints including de-escalation strategy for high impact customers.
      • Continuous alignment with all stakeholders within the end-to-end customer chain on improvement areas.
      • Very close cooperation with installation & maintenance, marketing, legal and finance for de-escalating and managing customer complaints and PR risks