Team Leader- Customer Engagement

7 days ago

Wellingborough, United Kingdom Citrus Training Ltd Full time

**Position**:Team Leader

**Reporting To**: Head of Sales

**The Company**:
**The Role**:
The position offers an exciting opportunity for any individual looking to join an organisation where they will benefit from full training, mentoring and development and enjoy career progression within a fast-growing organisation.

This role may require some travel, depending on the requirements of our clients. This may be to conduct client meetings, as well as potentially supporting additional company requirements such as exhibitions, meet the buyer events and workshops as required.

**Key Areas of Responsibility**:

- Assume line management responsibility for Customer Advisors.
- Lead, train and continually support Customer Advisors with training and development needs.
- Supporting and executing each customer strategy, SLA and KPI agreement in place in partnership with senior advisors / contract managers.
- Oversee the delivery of all day-to-day activities required by the customer advisors.
- Support with additional, ad-hoc reporting and data support where required.
- Support process development where new customer contracts / agreements are required.
- Continually develop and improve process management and advise on new initiatives / best practice.
- Support customer advisors, senior advisors and core managers during periods of staff leave and absences and peak periods.
- Where required, support customer activity in-line with the requirements set out for the customer advisor role.
- First-line response for customer complaints and feedback escalation support and resolution in-line with Citrus best practice standards.
- Attend relevant customer meetings and internal meetings as required.
- Manage, motivate and lead internal team meetings where required.
- Support company objectives with pricing and profit margins alongside senior advisors and core managers and other Citrus stakeholders where required.
- Provide support for encouraging course occupancy.
- Continually drive best-practice across all aspects of the role.
- Meet and surpass any relevant role related SLA targets and KPIs, as required.
- Promote any Citrus initiatives and customer development activities, as required.

**Equal Opportunities**:
We are committed to equal opportunities in employment and service delivery. The policies and practices of the company aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. It is the responsibility of all Citrus Group employees to always promote equal opportunities and diversity on behalf of the Company throughout the workplace.

**Health & Safety**:
All employees are required to undertake their duties and responsibilities in full accordance with the Citrus Group Health & Safety Policies and Procedures. This includes ensuring that health, safety, and welfare is promoted throughout the workplace and that reasonable care is taken to safeguard their own safety and that of others.

**The Person**:

- Experience of managing and developing a customer facing team.
- Experience in a business to business sales environment.
- Knowledge or experience of the construction and/or training/education sector would be beneficial, but is not essential.
- Excellent customer service and people skills, with a hands on and customer-centric approach.
- Ability to develop effective working relationships with colleagues at all levels.
- Self-motivated and able to work on their own initiative.
- Ability to communicate effectively and professionally, both verbally and in written communications.
- Strong time management skills, along with the ability to be organised and plan and prioritise tasks.
- Ability to be responsive to a fast-changing environment.
- Excellent literacy and numeracy skills.
- Excellent IT skills, especially the use of Microsoft Office suite and databases.

**Hours**: Monday to Thursday 08:30 - 17:30 & Friday 08:00 - 17:00

**Benefits**:

- Holiday - 25 Days per annum, plus bank holidays (3 or 4 days to be saved for a shutdown at Christmas).
- Company Sick Pay - full sick pay is available dependent on employees’ meeting the eligibility criteria. Full details are available from HR
- Health Cash Plan and Employee Assistance Programme - available to all employees after the successful completion of the probationary period
- Life Assurance - available to all employees after the successful completion of the probationary period
- Pension - Workplace pension scheme is available
- Eye Care Scheme - Vouchers available for free eye tests

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

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