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Customer Service Team Leader

 

Position:

Customer Service Team Leader

 

Main Purpose of the job

Lead the team in the day to day operations of the Aftermarket Advisors, to provide a high-quality timely response, that

meets the ever-changing needs of our customers and retailers.

Responsibilities:

Lead the day to day operations to drive a 24-hour high-quality speed of response. Get the best from the team by giving

clear direction and supporting them to achieve objectives, targets and standards in the following areas:

·Reception

·Customer Care Advisors

·Aftermarket Parts Advisors

·Warranty Advisors

1. Operations, planning and control

Plan the daily operations to ensure the team are fully utilised and are working on the right activities at the right time to

deliver in line with our targets and objectives.

Ensure that all activities are handled diplomatically, efficiently and in a manner that strengthens customer and retailer

relationships.

Carry out a weekly review of the oldest outstanding documents, to ensure priority is given to reach a resolution as soon

as possible.

Ensure all queries are followed up in a timely manner and that the retailer is kept informed throughout

Diffuse and respond to escalations in the most appropriate and professional manner.

Implement improvements in line with personal objectives

Work within and provide cover for the team, when required.

Introduce, roll out and audit Standard Operating Procedures in your area

Manage resources within the annual budget

Decide on overtime to achieve targets and objectives cost effectively.

Liaise both internally and externally with third parties to resolve customer queries

Apply the company policies and procedures in a fair and consistent manner

Treat sensitive company information with absolute confidentiality, apply General Data Protection Regulation rules

Handle basic technical enquiries

Attend industry shows and meetings including retailer visits

All other reasonable duties required to meet the ever-changing needs of the aftermarket

2. Staff Management

Using the Competency Management Matrix

·Train and develop staff to ensure flexibility to cover holidays and absence

·Rotate operators to achieve best results for the business

Promote a team spirit within your own team and across other teams.

Provide direction and support to the team in line with the business strategy.

Create and maintain positive moral among team members by way of good communication , appropriate personal

support and encouragement of positive relations.

Develop the work group into a committed high performing team:

Motivate, appraise and develop team members.

Monitor, control and report on absenteeism in your section

Manage staff turnover and recruitment for your team

Manage staff behaviour in line with the company’s human resources policies and procedures

3. Communication

Escalate legal or high priority situations to the Customer Care Manager

Chair retailer conference calls

Carry out retailer training

Input into retailer bulletins.

Promote and maintain an effective communication throughout all areas including conveying objectives , targets and

standards to the team.

Hold regular team briefings in your area

Foster close working relationships with other teams to achieve the company strategy

Input into regular team leader meetings

Present feedback when requested to all levels of the business

4. Health and Safety

Working in conjunction with the health and safety officer, introduce safe working practices in your area

Carry out and review risk assessments for your area to meet company targets

Reporting near miss incidents/accidents

Police the wearing of PPE (disciplining repeat offenders)

5. Business improvement

Promote a culture of continuous improvement

Lead continuous improvement activities and develop your team

Participate in continuous improvement teams and support other teams when requested

Utilise innovation of the team to improve processes, workflow, productivity, etc.

Promote, encourage and monitor 5s in your section

Qualifications:           

Education to GCSE level or equivalent (including Maths & English) NVQ level 2 in Customer Services or equivalent.

Previous Customer Service experience essential.

Knowledge and Experience:

Computer literate with a working knowledge of Microsoft office

Experience of working in customer service environment

Supervisory Experience desirable including staff recruitment, development and management

Introduction and management of change

Continuous improvement tools and techniques

Health and safety processes

Budget management

Presentation skills

Attributes:

Excellent attention to detail

Good communication skills

Ability to multi-task and prioritise own workload

Confident and self-motivated

Leadership qualities

Team player

Self-motivated

Resilient

Organisational skills

Interpersonal skills

Normal Hours of work: 

Days : Mon, Tues, Wed, Thurs Hours : 08:30 to 17:15

Fri 08:30 12:30

The post holder would be required to work the hours necessary to fulfil the requirements of the role.

How to Apply:

Please forward an up to date copy of your CV or internal application form to recruitment@erwinhymergroup.co.uk

Closing date:

20 Mar 2020