Customer Care Lead

As a partner to businesses and governments, Crane Authentication offers expertise and cutting-edge innovations that protect and enhance products, secure identities, safeguard revenues and enforce compliance. Customers from different business sectors and levels of government trust our team of 1,250 people for their expertise in R&D, security design, engineering and data-driven insights. We are an integral part of Crane NXT, a c$2 billion dollar business with over 5,000 associatesSummary: The role includes trending of incidents, supporting the investigation into root cause, and analysis of reports.

Quality review for tickets and CC staff as well as performing analysis and report innovation is integral for success within the role. A high level of professionalismis also paramount. DIMENSIONS AND REPORTING LINES (number of reports and financial values)The Customer Care Team Leads will work closely with the Customer Care Manager to help implement a clearly defined set of processes and quality standards across the customer care team.

•The Team Leads will be responsible for overseeing the day-to-day performance of the CC team to ensure that tickets across all contracts are being managed in accordance with the ITIL best practices & processes and the quality measures that are in place. Identifying knowledge gaps that lead to training is an important part of the role. •The Team Leads will offer guidance to the team where required on handling and managing tickets. Quality review and Guidance will also be offered as the team is using Zendesk and the many channels that it offers.

•The Team Leads will be integral as the CC team begin to be involved in providing support for corporate IT tickets as well as the service also expands to new contracts and to supporting brand customers. KEY ACCOUNTABILITIES: Individual•Provide training, guidance, and assistance to the customer care team on how to handle incidents and service requests as per ITIL standards. •Responsible for reviewing quality checks on ticket resolution and producing trend analysis on ticket lifecycle which will help in proactively identifying potential problems.

•Monitor and check the requests and incidents in the Service Management tools for all contracts by assessing impact and urgency. •Ensure all Incidents and service requests are recorded correctly, progressed. with clear updates, and the SLA consistency is maintained. •Monitor call handling performance of the team to ensure the relevant SLA is maintained. •Monitor the performance for handling live chat, as well as other messenger capabilities such as WhatsApp to ensure highest quality of service is offered by the CC agents. •Understand the escalation procedures if an incident has the potential to breach SLA.

•Proactively manage updates to the stakeholders with Incident/Request statuses through to resolution and to the customer’s satisfaction. •Actively contribute to and support the creation of the knowledge base articles. •Preparation of regular reports as determined by the Customer (daily, weekly, monthly). •Timely response to ad-hoc data/analysis requests, according to business priorities; includes preparation of datasets for further analysis of outputs. •Demonstrates teamwork by supporting and assisting other Team Leads/ Shift leaders as necessary. •Prepare the Customer Care Team shifts schedule.

•To always act and behave in a way compliant with all the company guidelines and policies, especially those relating to values and behaviours, environmental health and safety, ethics, and codes of conduct. •To support the behaviour of working as One, sharing best practices, and collaborating with colleagues outside of their own sphere of business.

Common to all roles•To ensure full participation in the performance development review (PDR) process and maintain an up-to-date record of all training and development activities/programs•To always act and behave in a way compliant with all The company guidelines and policies, especially those relating to values and behaviours, environmental health and safety, ethics, and codes of conduct, as it is through living our values that we strengthen the culture of our business and demonstrate our understanding of our Code of Business Principles.

Further information on our company values can be found in our “Living the Values” guidelinesCAPABILITY (qualifications, experience, and skills)Strong customer-service orientation with a confident and enthusiastic approach to work•Excellent listening and questioning skills. •ITIL v4 Foundation•Experience working within an ITIL Service and Support framework (Incident, Service Fulfilment, Problem, Change)•Experience in using an ITIL conformant IT Service Management System tool•(Remedy, Zendesk…)_•Experience in using data visualization tools such as Power BI, Tableau or similar would be an advantage. •MS Office 365 advanced knowledge. •Basic IT Systems knowledge is desirable.

•Able to work to strict policies and Procedures and desire to ensure consistency in approach to all tasks. WHAT’S IN IT FOR YOU?Work for a market leading, established product company. Nice modern offices with great facilities. Health Insurance. 24 days holidays plus national holidays. Life Insurance. Crane Authentication is part of Crane NXTCrane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers.

Crane NXT has approximately 5,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www. cranenxt. com. We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by law.

We receive a high number of applications, so apologies if we are unable to provide specific feedback. If we feel you are a fit for the role, we’ll be in contact.