Customer Support Team Leader

4 weeks ago


Brighouse, United Kingdom Dawsongroup plc Full time

We are recruiting for a Team Leader to join our Customer Support team at our emc site based in Brighouse.

Dawsongroup emc is the UK’s leading supplier of self-drive municipal, industrial, and specialist vehicles for contract hire.

The Customer Support Team Leader will provide day-to-day supervision and support to the Customer Support team as well as leadership, expertise, and advice. You will act as the first point of contact for all recharge queries and work closely with the Operations Team to understand the query and respond to the customer in an efficient a professional manner.

As the Customer Support Team Leader you will need to demonstrate a high level of commercial awareness and be able to review existing working practices and to suggest new more efficient ways of working.

The Customer Support Team Leader will be responsible for:

- Resolving minor issues and ensuring that major issues are escalated to the Commercial Manager in a timely manner
- Training new and existing members of staff in department operations
- Documenting department processes and procedures on the SharePoint and reviewing and updating the information as required
- Ensuring that the team provides quality data administration relating to recharges and warranty claims
- Ensuring that all deadlines and financial targets are met and that any unresolved obstacles are reported to the Commercial Manager at the earliest possible opportunity
- Providing a customer focussed recharge service, adapting to the individual requirements of the customer, as required
- Escalating unresolved recharge queries to the Commercial Manager
- Arranging and participating in customer query resolution meetings, both face to face and online
- Providing weekly progress reports to the Management team and assist in the preparation of monthly Management reports for the Senior Management Team

The successful Commercial Support Team Leader will:

- Be able to demonstrate a high level of Commercial awareness
- Hold previous Supervisory or Team Leading experience with a strong administration background
- Ability to lead and train members of staff
- Be a strategic thinker, able to set long term department strategies in place

Dawsongroup plc is an equal opportunity employer and is committed to the continuous improvement and satisfaction of our employees, and as such, training and ongoing development are readily available, as well as a competitive wage and an excellent benefits package.

NO AGENCIES



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