Customer Service Team Leader

Post Title: Customer Service Team Leader

Salary: £27,000-£30,000 per annum (dependant on experience)

Working Location: Bicester (hybrid working)

Contract: 14-Month Fixed Term Contract

Equation Recruitment are currently hiring for a Customer Service Team Leader, on behalf of our well established, Bicester based client on a 14-month fixed term contract. The successful candidate will be tasked with effectively managing a Customer Service Team (CST), ensuring customers consistently receive an exceptional level of service.

Customer Service Duties:

• Managing, taking ownership and responsibility for assigned accounts and all associated tasks.
• Through working closely with the Business Account Managers/Business Account Executives, understand the Clients' Business to ensure that the most suitable service is offered to meet their requirements.
• Work with the Business Accounts Managers/Business Account Executives to agree and deliver cartridge replacement target for assigned accounts.
• Maintain good technical knowledge of company products and competitor products.
• Ensure excellent levels of communication and partnership with internal and external stakeholders, ensuring it is consistent, professional, clear and effective and delivered to company standards.
• Ensure all tasks, including but not limited to, registrations, email inboxes, collections and meter readings are completed accurately and in a timely manner.
• Maintain overall understanding of SAP CRM system and user responsibilities.
• Maintain data within SAP CRM, ensuring data is up to date.
• Provide sales support as required by Professional Team.

Team Leader Duties:

• Manage the Customer Service Team to ensure business priorities and service levels are met.
• Monitor performance (efficiency and effectiveness) of the team in carrying out allocated work.
• Plan resource required and work with Line Manager to recruit any additional or temporary staff.
• Using the Success Factors framework, develop, motivate and appraise individuals in line with the strategic objective to develop a High-Performance Culture

Required Skills and Experience:

• Prior customer service experience

• Experience managing teams of up to six members of staff
• Proved working experience making critical decisions on behalf of a team
• Budget management responsibilities
• Working knowledge of SAP

We try our best to inform everyone on the status of their application. However, should you not hear back from us within 5 working days, you have unfortunately not been successful in your application for this position.

No language contained within this advertisement is intended to unlawfully discriminate on the grounds of protected characteristics, under The Equality Act 2010.

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