Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.
We have a brand new Customer Services Team Leader position available within our UK Operations Team, working on our B2B team.
This is a great opportunity based in our Marlow UK Head Office. This is a full time, permanent role and will offer a work from home option, upon successful completion of your training/probation period.
We are looking for someone who has strong analytical and customer service team management experience.
Key Responsibilities:
- Effectively manage calls, enquiries, orders, complaints and claims.
- Manage workflow, creating and managing teams' schedules
- Effective day to day team management, including defining goals, communicating objectives and monitoring team performance
- Responsible to measure and present key metrics by preparing daily / weekly/ monthly and annually reports as required
- Successfully managing the complex customer complaints to support resolutions
- Provide feedback on the efficiency of the customer service processes and areas of improvement
- Improves customer service quality results by evaluating performance, building scripts for interactions, and driving initiatives to improve day to day processes
- Accountable for all admin tasks to be completed accurately by themselves and the team in time.
- Communicate and coordinate with internal and external parties to include Sales & Marketing, Logistics and After Sales Support when required
- Manage the team lifecycle by participating in recruitment, training need assessments, setting targets and evaluating performance etc.
- Support team queries by providing timely guidance and feedback, anticipate escalations and take control of the cases where required
- Efficient at being hands on and attention to detail, while managing the overall team requirements
- Capable in managing projects, as assigned from time to time
- Keep management informed on issues and problems
- Carry out other ad-hoc duties as assigned by the Line Manager from time to time
Skills Required:
- At least 3-5 years' experience in a customer services environment with experience managing a team
- Demonstrable analytical experience
- Experience in reviewing and implementing process improvement
- Experience with the logistics process, within a customer services environment
- A self-motivated, passionate, and enthusiastic approach to work to provide excellent customer service
- Strong verbal and written communication skills and with experience of dealing with challenging customer complaints
- Professional and empathic approach to resolving issues
- Strong attention to detail and efficient with spreadsheets, manipulating data and reviewing results
- Excellent time management and goal orientated focus
- SAP knowledge is preferable
- Experienced user of MS Office (Excel, Access)