Customer Support Team Leader

7 months ago


Motherwell, United Kingdom Secureshield Ltd Full time

We are currently recruiting for a Customer Support Team Leader, who will be based in our Motherwell Office to cover Maternity Leave.

The successful Customer Support Team Leader will be responsible for leading and motivating a small team of Customer Support Coordinators to deliver exceptional customer service to major accounts and smaller clients across a designated geographic area ensuring all service delivery KPIs are met.

Main duties:

- You will be responsible for leading, coaching and motivating colleagues and ensuring an exceptional client experience driving operational excellence and efficiency.
- You will oversee the daily scheduling of engineers for reactive callouts and maintenance visits, prioritizing emergency call and ensuring customer satisfaction.
- Working with the Reactive Service Manager and Account Managers, you will be responsible for supporting the build of monthly client reports detail contract performance as well as identifying service improvement opportunities to optimise profitability across the field service team.
- Complying with relevant regulation and legislation. Work to ISO Standards for all documentation process ensuring centrally held client data is maintained and kept up to date.

**Experience**:

- Previous effective leadership experience and client complaint management
- Strong ability to work autonomously while managing a substantial number of conflicting priorities while maintaining high standard of outputs at all times
- Excellent organisational skills, with an ability to manage, organise, and control your workload against competing deadlines within a demanding and ever-changing environment.
- Approachable, flexible and collaborative, able to motivate team members to deliver for clients.
- Strong attention to details

**Benefits**:

- We offer a competitive salary based on skillset & experience.
- Monday - Friday with an early finish on a Friday
- 25 Annual Holidays & 8 Statutory holidays
- Company pension
- Permanent position and immediate start available.

**Job Types**: Full-time, Temporary contract
Contract length: 9-12 months

Pay: From £25,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Leadership: 1 year (preferred)
- Customer Service: 3 years (preferred)

Work Location: In person

Reference ID: TEAML



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