Customer Service Team Leader

3 months ago

Knottingley, United Kingdom TotalEnergies Marketing UK Limited Full time

We are currently looking for an ambitious and experienced Customer Service Team Leader to join our team in Ferrybridge**. **This role is based at our Lubricants plant, supporting customer service activities by directing and overseeing a team of 8; resolving customer questions and complaints, participating in project work and developing programs and procedures to enhance overall productivity and performance. Please note that this is an office based role.

**The Responsibilities for this role will include but are not limited to**:

- Oversee day-to-day running of the Customer Service department; managing the workload of the team by ensuring all calls are answered, mailboxes managed, portals maintained and complaints raised in compliance with departmental Service Level Agreements (SLA’s), setting project deadlines to maximise operation and performance of team
- Internal control measures - checking new delivery account set ups, ensuring all approvals are received and correct for credits, returns, Negatives etc.
- Manage the completion process and ensure all orders, queries, calls and complaints are fully closed
- Investigate and provide resolution to Customer Service issues, in the most appropriate, cost effective and efficient manner to the business. Implement corrective and preventative action to ensure processes are adequate and remedial action is effective and manage response to unforeseen events
- Manage performance of the Customer Service advisors - conducting regular performance evaluations against clear team goals and KPIs, team meetings, coaching, development, feedback sessions and appraisals
- Assist in recruitment, recommend training courses, coordinate and conduct training and ensure all the training records are kept up to date
- SAP Key User: Be the point of contact for SAP tools for users within Lubricants entity
- SALSA Key User: Be the point of contact for SALSA tools for users within Lubricants entity

Responsibility for overall customer service process quality in terms of customer satisfaction and final order performance. The CS-TL provides direction and support to Customer Service Advisors in their role whilst maintaining a rapid response to growing customer demands (with fixed resources).

Business Continuity Plan (BCP):
This role has been identified as a key user in the BCP. As such the incumbent is required to take their laptop and access card with them at the end of each work day to ensure business continuity in the event of a disaster.
- 5+ years’ experience in Customer Service environment, ideally in leading a team, including staff training and development
- Experience in management of SLA’s, continual service improvement and process development
- Excellent inter-personal skills, able to build relationships at all levels across internal and external teams
- Excellent communicator - strong verbal and written skills
- Strong, flexible team player
- Delivers results
- Ability to handle conflicting workloads and working under pressure
- Ability to set and achieve targets via effective engagement with stakeholder groups
- Good attention to detail, organised and problem-solver
- Excellent Mathematical and IT skills: Excel, Word, SAP
- Comfortable with new technologies and experienced in CRM tools: Salsa, ODIGO

**Company Benefits**:

- Enhanced Private HealthCare
- Medical Cash Plan
- Learning Allowance
- Share incentive plan
- Employee Assistance Programme
- Level 2 Disability Confident Employer
- Mental Health First Aiders
- Occupational Health Assessments
- Enhanced Pension Contributions
- Season Ticket Loans
- Cycle to work Scheme

**Diversity and Inclusion**
- One of our values is to have respect for each other. Creating an inclusive environment in which everyone can express and develop their potential, from the moment they are hired and throughout their career, means ensuring that all our employees have the same opportunity to success, regardless of origin, gender, age, disability, sexual orientation, gender identity or affiliation with a political, religious, union, organization or minority group._
- This is our vision of diversity, which is an asset for our Group as well as for the individuals who embody it. Preserving and promoting this asset is another part of being a responsible employer._

**Benefits**:

- Company pension
- Flexitime
- Private medical insurance

Schedule:

- Flexitime
- Monday to Friday

Application question(s):

- Do you have expereince with SAP?
- Can you commute to Ferrybridge Monday to Friday?
- What are your salary expectations?
- How long is your notice period?

Work Location: In person

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