Customer Service Representative

Job ID:40529
Location:Mumbai: Solitaire Corporate Park
Position Category:Administration/Business Support
Position Type:Employee Fixed Term

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Role Purpose

The Service Delivery Support Team is the interface between surveyors, sales and external clients. Ensuring we deliver a high quality service to the needs of our assigned internal and external clients is at the core of all we do. This is achieved by working closely in a (virtual) team with Surveyors and Team Leaders from the operational side as well as Sales team members and Central Support Services.

As the Global Service Delivery Support Manager, you will work with the IMT and ASDSMs, to coordinate, support and roll-out new initiatives. You will lead a team to investigate process improvements, partnering with the central Quote to Cash team, to enhance the productivity and efficiency in back-office processes of Inspection Services.

You will ensure that your team complements the Area SDS to deliver and maintain an effective, competitive, compliant and smooth end to end service across their area of responsibility , to our clients within agreed or reasonable timescales in line with local and global requirements, business plans and strategies with a particular focus on;

External Focus: Devising and driving transactional sales and customer experience targets for your team.

Planning: Driving superior levels of utilisation

Process: Delighting our clients by driving your team to deliver a timely, high-quality, end-to-end service including the managing of customer complaints/disputes, resulting in superior levels of customer experience.

Note: The implementation of the Step Up implies transitioning to new ways of working, using new systems and applying new processes and procedures. This role profile outlines the vision of how the Service Delivery Support Team will likely operate in the future but acknowledges that each area and team will have different levels of maturity, capability’s and indeed critical mass depending on the volume of work they will be processing. To this end, the role profile is intended as a guide with the assumption that the composite team will deliver the results and capabilities required to ensure the end to end service and KPI’s required by the Service Delivery Support team.

Key Responsibilities:

• Provide input into local and global area strategies, business plans and budgets. Translate plans into goals and objectives for the team across and implement these within agreed budgets ensure that the systems, processes and procedures are effective and efficient
• Lead, coach and mentor the Service Delivery Support team across the Area to understand embrace and embed the organizational, procedural and client facing adjustments driven by the StepUp programme in line with LR strategies and values
• Drive the development and adoption of the procedures and processes required to embed the changes driven by the Step Up program within the Service Delivery Support teams in your area. Work across inspection to ensure consistency of process or to ensure that bespoke solutions are developed/delivered as required.

External Focus

• Drive the team to contribute to sustaining our existing business
• Drive the team focus to increase transactional sales. Set stretch team sales targets. Drive the team focus on identifying and successfully pursuing potential repeat purchases, contract renewals etc
• Drive the team focus on pursue quotations issued to client to increase the overall sales success rate
• Ensure that customer enquiries are dealt with in accordance with the agreed performance, service standards contractual requirements, cost structures and budget constraints. Personally deal with more complex enquiries, identify and act on potential service problems and client complaints as appropriate, including resolution of support service problems.
• Ensure high level of Customer Experience / Service Excellence to be measured by CES and NPS scores.
• Accountability for driving/achieving transactional sales targets in the area. Liaise with the relevant sales responsible to agree transactional sales targets, scope / split of activities between Service Delivery Support and Sales team including client split and client related duties particularly where this relates to the grey area between the two.
• Liaise with the relevant sales to agree and review service level agreements and KPI’s for the service delivery support team so that client satisfaction objectives continue to be met.
• Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications by carrying regular audits of communications and process as well as providing appropriate training to the team in this area.
• Follow up and disseminate opportunities for LR to add value and provide additional services to clients and by relay this information upwards and to the team
• Planning
• Drive superior levels of surveyor utilisation by ensuring the team is adequately trained and focussed on matching effective client requirements and job skills matching
• Process
• Drive the focus on effective and smooth processes / short throughput times (related to the Customer Effort Score) within the team
• Drive the speedy and effective resolution of all client queries and disputes to aid the payment collection process and to ensure financial KPIs are met
• Ensure an appropriate level of technical knowledge within the Service delivery support team as evidenced through turnaround time of issues and ability of Service delivery support to resolve issues independently.
• Support employee engagement activities to ensure that all team members understand and are engaged in the delivery of the business objectives.
• Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change to meet the future needs

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).