Customer Service Team Leader
Closing Date: 20/03/2020
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.
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:
·Customer Care Advisors
·Aftermarket Parts 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
Carry out a weekly review of the oldest outstanding documents, to ensure priority is given to reach a resolution as soon
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
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
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
Excellent attention to detail
Good communication skills
Ability to multi-task and prioritise own workload
Confident and self-motivated
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 firstname.lastname@example.org
20 Mar 2020