Team Leader Customer Administration

5 months ago

Ipswich, United Kingdom Ocean Network Express Full time

**PRIMARY JOB RESPONSIBILITIES**
- As Team Leader Customer Administration you are accountable for overlooking all service tasks for Coordinators Customer Administration delivers to our clients. - Promoting ONE's customer centric approach and philosophy where we deliver maximum efficiency thanks to existing and new tech-enablers. Educating our ONECare clients to fully utilise our growing range of self-service tools and support our Key Account clients with a superior customer service overall. - Supporting and implementing transformation and continued change is a key area of responsibility for this role.

**Leadership**
- To provide direction and vision by empowering and motivating direct and indirect reports to achieve success. - Foster a strong desire to succeed through actively managing performance, attracting new and developing existing talents. - Create an environment where everyone is enabled to perform to the best of their abilities by giving and receiving feedback, as well as challenging and coaching direct reports and team overall. - Embracing and promoting change.

**Process & quality management**
- Steer daily processes in line with agreed KPIs, company policies and SOPs and in compliance with local governmental rules and regulations. - Monitor quality and quantity of team outputs, and highlight issues by providing feedback as and when required. - Safeguarding a continuous review of best working practices in order to improve effectiveness and productivity is another key element of your role. - Furthermore you act as an escalation point in case a team member can't resolve customer queries and disputes.

**Problem solving & commercial awareness**
- Keep control over "cost to serve", differentiating between the Key Account (tailored premium care) and the ONECare segment (lower cost to serve through leveraging digital tools). Actively propose possible enhancements of profit margins. - Make sure your team is aware of the cost implied with certain services and play a role in boosting their commercial awareness as well as their knowledge on ONE's self-service and e-commerce tools overall.

**Communication & Collaboration**
- Act as a linking pin between management and staff and as an escalation point in case of queries. - Foster good collaboration and communication within departments and across. - Work closely with ONECare Service and Customer Care teams and escalate cases in a timely and professional manner. - Communicate effectively and advise customers with a proactive approach.

**Digital Adoption**
- Support ONE's digital transformation by utilising and promoting our e
- commerce platform and our self-service tools as applicable and relevant to your tasks and responsibilities.

**REQUIRED SKILLS AND COMPETENCIES**
- Shipping Experience (Liner, Forwarder or Supplier) would be beneficial. - Understanding / experience of IMDG code would be beneficial. - Educational qualifications to GCSE level (ideally English and Maths) at Grade C or above. - Excellent Customer Service Skills with experience of working in a busy office environment. - Excellent written, oral communication skills and organisational skills. - IT literate

**WHAT WE OFFER**
- Annual leave of 25 days per annum plus UK bank and public holidays. - Membership of the Company’s Group Personal Pension Plan. - Performance Related Pay a pay award and discretionary annual bonus linked directly to their performance in addition to annual review. - Permanent Health Insurance. - Death in Service benefit. - Private Medical Cover (BUPA) after two years’ service. - Employee Assistance Programme, with free independent confidential support and virtual GP services. - An interest free annual travel season ticket loan. - Family leave policies enhanced above statutory. - Access to the UK’s Tax-Free Childcare scheme. - Enhanced company sick pay policy. - Medical health check. - Annual eye test and contribution towards glasses for VDU prescriptions. - Online employee discount platform including retail, health, leisure, motor and more plus Cycle to work, Taste Card.

**Job Level **- Mid Level

**Applicants must have a current legal right to live and work in the UK.

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