Customer Service Team Lead

6 months ago

Wakefield, United Kingdom Compliance365 Full time

**Description**

To support and ensure the Energy Services Customer Service Team deliver excellent customer service and exceed customer expectations across all customers engaging with Compliance365.

To ensure successful delivery of customer projects related to Energy Services within agreed service levels.

To ensure the scheduling team are maximising productivity from the field based team in regards to energy surveying.

**Daily Activities**
- Ensure the scheduling team are maximising the productivity of the field base team
- To assist with scheduling surveys across the UK for the field team in line with the skills matrix
- Follow company procedure in relation to abortive surveys and access issues
- To review new instructions and ensure sub-contractors are engaged efficiently and cost effectively to complete the work
- To constantly review the sub-contractor approved list and where required look to add additional resources to cover workload and costs
- Create schedules of work which can be issued to a sub-contractor to deliver best value (day rates opposed to price per job) meeting SLA client expectations
- Ensure gross margins are maintained and sub contractors costs are actively managed
- Coordinate the activities between Customer Services team and the Sales teams to ensure we meet customers’ expectations and objectives
- Act as focal point for any escalated scheduling customer issues
- Ensure Scheduling team and hitting daily targets
- To ensure daily issues relating to access is effectively relayed to the client and sales team
- Identify continuous improvement activities and implement in line with agreement from SMT
- Ensure corrective actions documented, implemented and embedded throughout the process as required
- Provide insight to senior management regarding process improvements, people performance and assist in skill development
- Ensure excellent customer service at all times across the business unit
- Ensure that the field team adhere to start times agreed with customers
- Document all correspondence with end users to ensure written agreement implied for the appointment made

**Expected Behaviour**
- Time and Attendance in accordance with company rules
- Respectful of colleagues at all times
- Smart and presentable appearance at all times
- Suggest improved ways of working
- Professional Telephone Manner
- Work in accordance with company Policies & Procedures in accordance with the Company Handbook.

**Job Types**: Full-time, Permanent

Pay: Up to £25,000.00 per year

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: In person

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