Customer Service Leadership
Leading a team of advisors in a high-volume customer service environment.
At a Glance
The Context
Tesco Mobile is a joint venture between Tesco and O2. It differentiates itself on customer service ("The network that cares"). I started on the phones and worked my way up to Team Manager. I was responsible for a team of 11 advisors in a busy contact center. The environment was high-pressure, metric-driven, and fast-paced.
The Challenge
The challenge was the classic contact center dilemma: Quality vs. Efficiency. We had strict targets for Average Handling Time (AHT) – get them off the phone quick. But we also had targets for Net Promoter Score (NPS) – make them happy. Balancing these two conflicting goals required constant coaching and strong leadership. I had to keep morale high in a job that can be repetitive and stressful.
Key Projects and Initiatives
Team Development & Coaching
I didn't just manage numbers; I managed people. I invested time in understanding what motivated each member of my team. I developed several advisors who went on to become managers themselves. My team consistently had some of the highest retention rates in the building.
NPS Improvement Plan
We analyzed our detractors. We realized that "dead air" while searching for answers was killing our scores. I implemented training on how to use the knowledge base more effectively and how to build rapport during hold times. Our customer satisfaction scores saw a measurable uplift.
Tools and Technology
I used Verint for workforce management and call recording analysis. I used internal Citrix-based CRM systems to manage customer accounts.
Results and Impact
My impact was on the people. I built a happy, high-performing team.
- Performance: We consistently hit our operational targets.
- Culture: We had a supportive, fun culture in a tough environment.
What I Learned
This was my foundation. I learned how to manage people. I learned that everyone is motivated differently. I learned how to have difficult conversations ("radical candor") and how to stay calm when a customer is shouting at you. These "soft skills" have been the bedrock of my career in marketing.
Interested in this experience?
If you are looking for someone who can bring this level of marketing leadership and hands-on delivery to your team, I would love to hear from you.
Contact Me