Customer Service Team Leader

We are a dynamic and growing organisation committed to delivering exceptional service and operational excellence. Our administrative department plays a pivotal role in supporting various functions across the business, ensuring smooth and efficient operations.

Role Overview:

We are seeking a proactive and experienced Team Leader to oversee and coordinate the daily activities of our busy engineer and implementation team. This role requires a hands-on leader who can manage competing priorities, foster a collaborative environment, and drive continuous improvement in administrative processes.

Providing the highest standard of service for our customers whilst processing enquiries relating to Engineer New Starters, Relocations and Cancellations. Implementation ensures that new customer implementations, and any changes for existing customers are completed smoothly and to a high quality and manage lock and key stock, printing and sending return labels and are involved in ad hoc projects and offer solutions.

The Position  

• The Supervisor will line manage the team of Implementation and Engineer Management Coordinators; Manage all HR elements with the team, including Objectives, Appraisals and holidays etc
• Ensure all relevant administrative tasks associated with new and existing customers are completed efficiently and to a high standard.
• Manage stock of locks, keys, all consumables etc, raise purchase orders and manage supplier relationships
• Represent the department on all New Business Calls and Project calls as required
• Work with the Engineer Implementation Manager on departmental Business Continuity Plans and update as required.
• Act as an escalation point for any queries / complaints.
• Continuously review operational process, and steps undertaken on internal systems, Salesforce etc
• Encourage and facilitate professional and courteous working relationships between the team and other departments.
• Provide effective training and support for team members, new starters / other internal teams.
• Effective liaison with other departments, particularly Customer Support, Ops, Sales and Account Management and Planning

Person Specification

• Professional, courteous and good interpersonal skills.
• An excellent communicator, both verbally and in writing, to varying audiences.
• Pro-active and flexible approach to working.
• Able to apply logical thinking to problem solving.
• Able to listen attentively to others, understand material, and provide training to team members.
• Excellent attention to detail.
• Able to maintain records and documentation confidently

 
Essential:

• Experience in a logistical planning background
• Experience using Salesforce
• IT Literate – Good ability to use MS Excel, Word & Outlook.

 
Character and Personal Qualities

• Commitment, enthusiasm and passion
• Ability to work under pressure and multi-task
• Ownership
• Customer Focused
• Flexibility
• Team Player

If you are interested in this position, please click apply!