Customer Fulfilment Team Leader

3 days ago

Uxbridge, United Kingdom Canon Full time

Canon UK has recentely relocated its Head Office to a brand new location in Stockley Park, Uxbridge and has exciting job opportunities in a number of business areas. We are looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development.

As the team leader you will act as the interface between the business and the relevant Business Operations teams to ensure that all processes are effectively managed and customer service levels are achieved. You will be responsible for managing and developing a higher performing team ensuring that we deliver the day-to-day operational services and processes within defined SLAs. With a passion for customer service you will help encourage and lead continual customer service level improvements

**What we give**:
With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

You will:

- Be responsible for leading the UK based Order Management team activities, ensuring that the team have the required knowledge and skills to deliver the required service. Responsible for the achievement of SLA's on time and within budget
- Manage and coordinate operational issues that are escalated/reported; ensuring that any escalated issues are clearly identified and handled to ensure the smooth running of the operation. Supporting customer retention and satisfaction.
- Work with team and other functions to ensure the smooth delivery of a complete end-to-end process for our customers, making sure that any queries or problems are speedily resolved within SLA
- Provide leadership to direct reports and BPO teams to ensure training and development activities support both current and expected business requirements.
- Create a collaborative learning environment which supports coaching and development, succession planning, talent management, career planning etc.
- Create and support the development of Business Operations processes to ensure consistency across all practices and improve the internal and external customer experience.
- Work with all key stakeholders to improve these processes and procedures.
- Work collaboratively with the relevant internal and external stakeholders to support the achievement of business objectives.
- Attend/hold reviews with key stakeholders, taking responsibility for the achievement of the actions and requests, on time and within costs.

**What we ask**:
For this role you will have:

- Experience in Business Operations (preferably Order Management or Contract Management) or a Customer service environment, with a proven ability to understand and deliver a positive effective customer service and experience
- Demonstrated ability to coordinate and lead cross-functional teams toward task completion, and proven ability to develop high performing teams.
- Experience of dealing with customers and can demonstrate delivery of a high level of customer satisfaction.
- Experience in analysing performance metrics and utilising the findings to implement continuous improvement
- Clear and inspiring communication and presentation skills
- Postive mindset, driven, decisive and brave
- You will need to have strong excel skills

**You will need**:
You will have excellent planning and organisational skills and know how to successfully coach and develop a team. You will need to understand our customers’ needs and deliver an exceptional customer service. In addition, you will be:

- Competent in building a high performing and engaged team
- Passionate about superior customer service and performance improvement
- Strong communication skills, both verbal and written
- Be able to put yourself in the mind of the customer

**Further Information**:
Salary - £36,000 - £41,000
Location - Canon UK & I, 4 Roundwood Avenue, Stockley Park, Uxbridge, Middlesex, UB11 1AF
- Pay - Competitive salaries that are regularly benchmarked against similar roles and reviewed yearly.
- Bonus - A discretionary bonus scheme that rewards you when you help us achieve our goals.
- Learning & Development - As a place that encourages continuous learning you will always have resources and support available.
- Work & Home Life Balance - We try to support where we can with a minimum of 25 days holiday per year, holiday purchase and a flexible working policy.
- Diversity & Inclusion - We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.
- Health & Wellbeing - Free private healthcare, an Employee Assistance Programme, partnership with Mental Health First Aid UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
- Employee discounts - Up to 38% off products from our

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