United Kingdom Job Openings
Kingspan Water and Energy
Customer Service Team Lead
Craigavon
FULL TIME
October 9, 2024
Overview
We are seeking a dedicated and proactive Customer Service Team Lead to join our dynamic team. This role is essential in ensuring that our customer service department operates smoothly and efficiently. As a Team Lead, you will be responsible for supervising the customer service team, managing daily operations, and providing exceptional support to both customers and team members. Reporting to the Customer Care Manager, the Team Leader will be responsible for the effective delivery of all aspects of the Customer Service function for the Custom Roto Solutions business and ROW.
Key Responsibilities
Job Types: Full-time, Permanent
Additional pay:
We are seeking a dedicated and proactive Customer Service Team Lead to join our dynamic team. This role is essential in ensuring that our customer service department operates smoothly and efficiently. As a Team Lead, you will be responsible for supervising the customer service team, managing daily operations, and providing exceptional support to both customers and team members. Reporting to the Customer Care Manager, the Team Leader will be responsible for the effective delivery of all aspects of the Customer Service function for the Custom Roto Solutions business and ROW.
Key Responsibilities
- Supervise and manage the customer care team, ensuring high levels of performance and engagement to achieve set KPI’s, including setting initiatives to drive customer experience excellence and improving NPS score.
- Analyse customer feedback and performance data to identify areas for improvement.
- Provide training and support to team members, enhancing their skills in customer interaction.
- Handle escalated customer inquiries or complaints with professionalism and efficiency.
- Develop and implement strategies to enhance customer satisfaction and service quality.
- Ensure adherence to company policies and procedures within the team.
- Ensure Export documentation and files are compliant with customs requirements.
- Liaise with Credit control regarding payment options for regional and Export customers, including Bill of Exchange, pro-forma payments, credit held accounts and credit notes.
- Identify training needs to develop and maintain a full knowledge of products, services and customer base within the team.
- Quality trend analysis in conjunction operations, quality, and aftersales department
- Ensure order books are maintained in line with customer schedules utilising customer portals where applicable.
- Supporting growth of the CRS and proprietary businesses in both new and existing markets.
- Attending regular meetings with operations staff to discuss production issues which may affect order lead time and ensuring this information is communicated to the customer.
- Weekly meetings to discuss order book status and ensuring order book is dated to meet with the delivery schedules.
- Ensuring customer forecasts and schedule’s are updated and loaded to the ERP system
- Communicating any product changes to operations that may lead to changes in demand for products.
- Driving the implementation of new product and product amendment projects in line with customer needs and expected timelines.
- Proven experience working in a Sales/Customer Service environment involving Sales Order Processing, Complaint Resolution, Reporting
- Strong customer focus and attention to detail
- Proven track record at delivering results in a timely and professional manner.
- Excellent communication skills both verbal and written are central to this role when conversing with customers.
- Demonstrated experience in analysing data to inform decision-making processes.
- Excellent leadership skills with the ability to motivate and manage a diverse team.
- Experience in training or mentoring staff is an advantage.
- Ability to work under pressure while maintaining a positive attitude towards customers and colleagues alike.
- Third Level Qualification e.g. a Degree, HND, HNC and Experience in using Infor ERP systems is desirable
Job Types: Full-time, Permanent
Additional pay:
- Bonus scheme
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Monday to Friday
- United Kingdom (preferred)
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