Elements and Performance Criteria
- Develop services for small businesses
- Identify attributes, service needs and wants of small business customers as basis for tailoring communications and services
- Analyse current usage patterns of institution’s small business customers and identify product and service options for them
- Design new products and services tailored to small business customers, and negotiate their implementation in accordance with institution’s business rules and processes
- Identify and plan campaigns targeted to small business portfolio in manner which meets institution’s standards and timeframes
- Develop reward and recognition strategies to build customer loyalty and manage implementation
- Manage small business customer service teams
- Effectively develop and communicate team and individual roles, responsibilities, goals and plans following appropriate consultations and in line with established processes and protocols of institution
- Establish service standards and performance indicators to manage and support performance of customer service teams and their portfolios of customers
- Monitor performance of staff within customer service teams and provide feedback as part of performance management processes of institution
- Identify, implement and monitor processes to ensure effective communication with and within small business customer service teams
- Plan, implement and monitor processes to resolve customer complaints
- Lead, support and develop small business customer service teams
- Actively encourage staff to participate in and assume responsibility for team performance
- Model high standards of personal performance, respect for team members and open communications, and provide staff with opportunity and support to identify and resolve problems
- Provide feedback to staff to recognise effort and success, and provide information, advice and coaching as required in timely and effective manner
- Evaluate and report outcomes
- Develop, implement and monitor strategies to support continuous improvement of small business customer service teams
- Report against targets using standards, protocols and procedures, analyse exception or feedback reports and implement processes to rectify faults or capitalise on opportunities
- Review product and service offering targeted to small business customer segment and recommend solutions for improvement in accordance with institution’s business rules and processes