I’m looking for a Customer Services Team Lead for a leading global manufacturing company within the healthcare sector who have been supplying the industry with leading edge technology for over 100 years. Headquartered in the UK, my client is a FTSE 100 company with almost 50 businesses in 24 countries.
Reporting to the Head of Sales Operations this role is a hybrid of leadership and senior customer account management, with a focus on process and communication improvements. It offers a great opportunity to develop leadership and professional skills, whilst making tangible improvements to the business through the following areas.
- Provide leadership, mentorship, and coaching to a team of customer service representatives and working with the Head of Sales Operations to set clear expectations for performance, behaviour, and customer service standards.
- Support Head of Sales Operations in identifying training needs for the team and support execution of key business improvement initiatives
- Work with the Head of Sales Operations to develop, analyse and track key performance indicators; On time delivery, customer satisfaction, response times, resolution rates, and other relevant metrics.
- Drive team to actively participate in continuously improvement activities through suggestions and project execution.
- Monitor and evaluate team members' performance through regular performance reviews and Identify areas for improvement and provide training, development, and support to enhance team members' skills and capabilities.
- Handle escalated customer inquiries or issues that require advanced problem-solving and decision-making.
- Collaborate with team members to resolve complex customer concerns in a timely and effective manner.
- Identify opportunities to enhance operational efficiency and customer satisfaction within the customer service department.
- Collaborate with cross-functional teams to implement process improvements and streamline workflows.
- Act as customer service representative for key accounts, managing quotes, orders, shipments, and other customer requirements.
- Develop relationships and work closely with the Sales Team to support and represent them in enquires and query resolution.
Salary - £42K - £45K
Office based - Windsor
The ideal candidate will have proven experience within a customer service role and a strong focus on improving processes and developing communication channels. Strong interpersonal, communication, and problem-solving skills and experience in a leadership role is desirable but support will be provided to develop skills. In addition, knowledge of and experience of international shipping standards and requirements would be an advantage.
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