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Customer Service Team Leader

4 months ago

Nelson, United Kingdom Protec Fire Detection Full time

To provide education, guidance and full support including day-to-day operational responsibility of a regional customer service team, to deliver efficient maintenance to fire detection and associated systems. The UK will be divided into four geographic areas, North West; North East; Midlands & South West; South East. As the customer service team leader, your most important role is leading and motivating the team to ensure the company can provide a good and efficient customer service.

Person Specification Typical Responsibilties
- **Closing Date**:TBC
- **Job Location**:Nelson, Head Office
- Contract Type
- Full time- Salary
- Dependent on previous experience- Hours
- 40 hours per week**Typical Responsibilties**:

- Be expected to know your company’s products and policies and be able to communicate it effectively to other members of staff.
- Be an active member of the customer service escalation & support team.
- Help build positive customer relations to meet client expectations and lead by example.
- Staff Appraisals.
- Training and development of the team.
- Operational responsibility for the team including ensuring invoicing is carried out in an efficient and timely manner.
- Holding regular on-to-one meetings with team members to review and action workload.
- Produce monthly reports to the customer service team manager on the status of all works responsible for the team including PPMs, faults, follow ups and invoicing reports.
- Daily management and support of the team.
- Have knowledge and competency of all software management systems, including Portal and dashboard systems.
- Attend weekly meetings and progress meeting with the Team Manager, Operations Manager and/or Service Director.
- Monitoring and management of KPI’s.
- Managing daily escalating matters, complaints and providing support to customer service team members, and ensuring continuous improvement with account issues, assisting the Team Manager, Operations Manager, Service Director.
- Managing any client complaints prior to escalation.
- Any other duties commensurate with your position.

**Person Specification**:
**Qualifications**:
**Qualifications**

**Essential / Desirable**

**To be identified by**
Supervisory/Management
Desirable
Application
Finanical
Desirable
Application

**Experience**:
**Experience**

**Essential / Desirable**

**To be identified by**
Experience within a similar role coordinating team leadership / management
Essential
Interview / Application
Leadership & motivational skills
Essential
Interview / Application
Knowledge of Fire detection, Gas Suppression, Emergency lighting and associated alarm systems
Desirable
Interview

**Skills / Abilities**:
**Skills / Abilities**

**Essential / Desirable**

**To be identified by**
Excellent attention for detail
Essential
Interview / Application
Customer service
Essential
Interview / Application
Strong interpersonal skills and the ability to communicate with people at all levels
Essential
Interview
Capable of managing labour resources
Essential
Interview
Ability to liaise and coordinate works with clients, sales engineers, projects dept in a professional manner
Essential
Interview
Proficient using Microsoft computer packages including Excel, Word, and Outlook
Essential
Interview / Application
Leadership Skills
Essential
Interview
Ability to work under stressful conditions
Essential
Interview

**Other**:
**Other**

**Essential / Desirable**

**To be identified by**
Enthusiasm and willingness to learn
Essential
Interview
Flexible in approach to working hours
Essential
Interview