Customer Service

3 weeks ago

London, United Kingdom Kone Full time

Customer Service & Admin Team Leader (FSM)

Purpose:
The Customer Service & Admin Team Leader manages, evaluates, develops and leads one of the front line’s Customer Service and Admin (CS&A) teams to ensure that the organization’s customer service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets

The Customer Service & Admin Team Leader executes customer centricity in their respective team, develops their team and ensures operational excellence.

Key responsibilities:

- Coordinates and directs the daily operations of the team.
- Supports and enforces call centre expectations departmental and corporates policies and procedures.
- Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.
- People management e.g., setting targets, conducting PDP’s and IDP’s for team members.
- Facilitates information sharing and creates collaborative working environment.
- Drives competence development in the team.
- Drives behaviour to represent KONE as one team towards the customer.
- Monitors and leads the performance and KPI/SLA adherence of the team.
- Uses Customer Service data to bring forward ideas to improve customer experience.
- Keeps an eye on short
- and long-term development.
- Resolves daily work issues and escalates more complex issues to their Supervisor.
- Demonstrates role model behaviour.

Analyse, organize and optimize Teams operations:

- Ensures teams compliance with company policies.
- Ensures processes are followed according to defined global processes.
- Understands and be updated on teams’ systems.
- Ensures emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills.
- Implements and ensures proper working of new tools/processes/system.
- Meets KPI targets (e.g., queries solved in 24hrs, backlogs managed etc.).

Manage Customer Service Admins and Agents
- Ensures hiring of competent resources.
- Ensures new agents and administrators are properly trained before processing customers’ calls.
- Ensures continuous upgrade skill level.
- Creates a friendly and desirable working environment to minimise turnover rate.

Customer Management
- Ensures customers’ complaints of the call centre are promptly replied to and followed up.

Skills & Experiences:

- Team management experience in working within a busy contact centre environment is essential.
- Demonstrated competency to manage and maintain day to day operations specific to a functional team.
- Ability to find solutions for customers and operational issues.
- Sound communication and listening skills.
- Enjoys working with customers and stakeholders and building relationships.
- Complaint handling and resolving any queries.
- To be well-organised and pays attention to detail.
- Good written and spoken English.
- Good Word, Excel, and Outlook.
- Experience in SAP, CRM and Salesforce is desirable.

Benefits: Competitive Salary, 25 Days Holiday, Company Pension Scheme, Employee Assistance Programme, PDI, Life Assurance, Cycle to Work Scheme, Private Medical Insurance, Bonus.
- At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life._

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