Customer Service Lead

5 months ago

Dungannon, United Kingdom CK International Full time

**Job Title: Customer Service Lead**

CK International is an innovative company, focused on delivering high quality products to our marketplace. We aim to help our people realise their potential. As the market leader of waste compaction equipment in the UK and throughout Europe, we pride ourselves on our quality of engineering, dedicated customer service and aftersales support.

Due to an internal structure change, we have fantastic opportunity for a **Customer Service Lead** to join our team. This role will coordinate a team to provide best in class customer care for onboarding new customers, installations along with reactive and planned servicing of equipment.

**The Role**:

- Support and promote a zero harm culture
- Direct reports Field Service Engineers for their area
- Direct report Customer Care Admin Support
- Management of skills matrices for teams
- Customer communications for tickets raised & planned maintenance
- Build jobs onto ‘Key’ system
- Manage relevant systems for customer care dept.
- Allocate appropriate resources to the job
- Communicate to Engineers and Customers proposed resolution
- Coordinate with Engineers with on site review, escalate issues as required
- Communicate issues to customers and requote as required
- Ownership of the invoicing process to ensure accurate and timely invoicing for all jobs within your remit
- Follow warranty tracking process daily
- Schedule planned maintenance with customers
- Sign off hours for Engineers
- Coordinate on call rota
- Ensure PO’s are allocated to jobs
- Define SLA’s for customers

**The Person**:

- Minimum of 1 year managing a team to deliver KPI’s?
- Able to demonstrate the ability to lead, coach and develop your team to

deliver results
- Minimum 1 years experience in a customer care / service environment
- Degree educated or have equivalent work experience?
- Demonstrable excellent communication skills, able to engage positively

with external customers, 3rd party suppliers and the wider internal team?
- Good organisational skills and able to work with competing priorities to

successfully resolve issues
- Proven ability to work as part of wider team to deliver business projects

and objectives?

**Additional Package details**:

- 29 annual leave days per year (inclusive of bank holidays)
- Auto-enrolment into Workers Pension
- Opportunities for development
- On site car parking
- Opportunities for travel

If you are looking to join a fantastic organisation that is one of the leaders in their field, then we need to speak to you today.

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