Simon Tonks

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Customer Service Team Leader - Tool Hire

Ref #: JM176
Simon Tonks 11/06/2021
Location: Manchester Not Disclosed Manchester
Salary: Very Competitive £
Type: Permanent
Seniority: N/A
Date: 11/06/2021
Customer Service Team Leader - Tool Hire

Company- Leading construction services company

Job Title- Customer Service Team Leader

Location- Manchester

Hours- 8am-5pm Mon-Fri (one Saturday morning per month8am-12pm)

Salary- £30k+

We have and exciting opportunity for a Customer Service Team Leader to work for a national company that supply equipment and services into the construction industry.

The purpose of the role is to coach, motivate and develop team members to enable them to effectively and confidently deliver service excellence to both internal and external customers. Embed a positive culture of continuous improvement, through role modelling. Measure and monitor operational procedures to minimise risk and costs. Manage absence and resource effectively.

Main duties:

  • Encourage a professional customer service culture within the team
  • Ensuring the quality of service delivery reflect high standards
  • Management of internal and external customers
  • Ensure clear and defined escalation processes are in place for customer service challenges and/or complaints
  • Take a pro-active approach to effectively resolving complaints from both internal and external customers
  • Drive the quality of orders raised within the centre in order to reduce invoice queries from customer
  • Ensuring the team are performing against all agreed targets, budgets and costs,
  • Lead, motivate and manage the team through developing, coaching and providing timely feedback
  • Effective communication - prepare and deliver presentations in relation to performance and training as required, including important business messages
  • Deliver regular 121’s agreeing SMART objectives
  • Ensure performance management and absence management is delivered and maintained Recruitment to high standards - right person first time
  • Continuous development of internal processes to ensure internal and external customer expectations are met
  • Maximise telephony opportunity through the team
  • Maintaining up to date team and personal knowledge of products

REQUIREMENTS

  • Strong communication skills both verbally and in writing
  • Excellent Customer Service skills
  • Problem solving, creative and strategic thinking
  • Coaching and development skills
  • Attention to detail
  • Capable of building strong positive relationships
  • Evidence of promoting continuous improvement and review of business processes
  • Experience of working in a Leadership role
  • Strong motivator
  • Experience of delivering Performance Management
  • Ability to adapt to individual and operational change in a diverse and fast paced environment
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