Customer Service Team Leader
We are looking for an accomplished Customer Service Team Leader to support within the Service Delivery area of our client's business.
To have a strong eye for detail, and financial understanding, to ensure the company's financial spreadsheet is kept up to date for higher management to be able to accurately assess forecasts and budgets.
To manage areas of the service delivery teams, ensuring they are working in line with agreed KPIs and to support general admin, during times of absences and busier periods.
Daily Duties:
- To log, manage and resolve Customer Service Complaints and queries and identifying root causes
- Creating customer care tickets for all complaints & operational issues, keeping up to date
- Providing analysis of customer care issues to senior management, with suggested recommendations to resolve
- Completing compliance reports and certificates following job completion
- Management of post service reporting throughout the team, ensuring KPIs are being met across the department
- Sourcing and onboarding of subcontractors, to support with the delivery of on the field services, across the country
- Monitor any paperwork/field engineer issues and manage with relevant people to arrange additional training, support or escalation where required
- Identify where on-site field audits may be required and make arrangements with field management staff
- Auditing of internal admin processes and identify where additional training, support or escalation may be required
- Undertake training workshops with internal administration teams, where required
- Management of office supplies, alongside administrator, in line with agreed budgets
- Reviewing and approving supplier purchase orders & invoices
- Supporting with contacting clients to book in or move service delivery start/finish dates, confirm by email and prepare and send all required contract correspondence
- Ensuring that the digital compliance system is always up to date with the job progress notes
- Passing all jobs through to accounts for invoicing, on job completion
- Answering telephone and routing call to appropriate person or passing messages
Key Performance Indicators:
- Customer complaints to receive same day response
- Plan of action to resolve customer complaint, to be processed within 24 hours
- Purchase orders to be approved and sent to supplier (Xero)
- Supplier invoices to be approved or queried
- All reports to be completed and issued to the client within 5 working days of job completion.
Profile:
- To have extensive experience in dealing with Customer Service
- A minimum of 4 years' experience within customer service-based roles
- Qualifications around customer service and/or operations would be an advantage
- Must have the ability to show strong communication skills
If you have the relevant experience and looking for a new challenge then please call One to One Personnel on or email or today!