Responsibilities:

Your role is to drive the performance of the Team Leaders, Assistant Team Leaders and SMEs. Assisting each member to get the best out of their teams. You have been assigned this role as you have proven yourself to be an effective Team Leader. You will be a role model for other leaders, demonstrating excellent customer care and team leadership skills.

You will take direction from the Assistant Operations Manager and the Operations Manager to make sure your team is clear on what they're expecting and what their focus needs to be. You will work closely with the local engagement team and HR Supervisor to ensure your team is working in a happy and fair environment.

You will ensure effective and consistent communication between the HelloConnect Team and the market/account you are assigned to. You will encourage feedback from both sides. You'll be a regular point of contact for all allocated market/account heads (your client); you'll need to maintain a positive working relationship with all clients.

• You are the support layer between the production floor and our Operations Managers.

• Provide regular feedback to the Operations Managers on areas of improvement, shining employees to recognise and engagement feedback.

• Set the daily agenda for the day based on the direction required.

• Lead daily huddles with the teams - ensure all team members are across updates.

• Support Team Leaders in identifying employees who need to be performance-managed or support with behavioural issues.

• Encourage a firm but fair process across all employees.

• Keep track of NTEs that need to be issued or are awaiting return. Follow up with Team Leaders and the impacted employees

• .Oversee documentation to ensure it is clear, and fair and appropriate action is taken if needed.

• Keep HR informed of all ongoing people topics.

• Carry out regularly documented 1:1s, develop a culture where training and development are part of the team, identify actions and work with trainers and QA Coaches to ensure the skills and knowledge are developed effectively.

• Have succession planning for individuals with PDPs.

• All assigned tasks must be completed with care and attention to detail.

• Ensure all escalations are assigned and actioned according to the allocated service level.

• Flag any concerning customer interactions that have a potentially brand-damaging impact on the market heads and Director of Operations.

• Be an ambassador for the brand, providing insight into the team and implementing the brand's tone of voice.

• Identify learning and development needs. Working with the L&D Team and QA Lead to facilitate your requirements.

• Evaluate performance with key metrics. Reporting on team performance, identifying with your team areas for improvement.

• Work with the Real-Time Team to manage the priorities on the floor to ensure capacity is met. All offline activity is only completed when service levels are achieved or necessary.

• Be a point of contact for the allocated market/account head.

• Meet biweekly with market/account heads to share performance updates, and support you require from the market and receive updates from their side.

• Share regular areas of improvement in processes and customer feedback.

• Regularly channel the voice of the customer from the operations floor to the market head.

• Be across all HelloFresh projects and how these impact the Customer Care Team; training needs to be identified early to ensure the team is prepared for changes.

• Provide leadership for the team by inspiring them with the company's service vision, setting clear objectives, and motivating them to deliver the best level of service.

• Creating and maintaining a professional culture within the team, where individuals take ownership and are meticulous and proud of delivering excellence and quality.

• Although this is not your primary role, it is expected as part of the Leadership team; you are still keeping your knowledge to help assist Team Leaders with questions on busy days.

• Continue to learn and develop yourself outside of your usual tasks; be proactive in your own development. HelloConnect would like to see all employees to grow with our company ready for the next challenge in their career.

• Work with the engagement team to ensure employees' happiness is a focus.

  • Encourages employee involvement and engagement while upholding company values, mission, and vision.

  • Ensure you always encourage open feedback to your team members.

  • Have an active involvement in promoting the happiness survey participation.

  • Continue to share outcomes of the happiness survey action items