Customer Support Team Leader

6 months ago

Coventry, United Kingdom FireAngel Safety Technology Limited Full time

FireAngel Technology plc (FA) is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. FA aims to revolutionise the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade sectors both in the UK and Europe.

As an established Manager, you will already have a successful track record of leading people and will be known for engaging, motivating and leading by example. You will know the importance of creating a great working culture, not because it sounds good but because you want the best for your team. You have excellent leadership and communication skills and are an innovative thinker, willing to try new approaches and someone who constantly strives to do better.

The overall focus of this role is to ensure the delivery on key company KPI’s whilst ensuring the customer journey is effortless and of the highest standard.

**Responsibilities**:

- Responsible for leading the Customer Support Team
- Engage and inspire those you lead to achieve their goals & key company KPI’s
- Be an influential coach, mentor and help drive the development of those around you
- Understand people and can effectively manage expectations
- Provide help and advice to customers using FireAngel products
- Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do
- Keep accurate records of discussions or correspondence with customers & staff
- Creating and implementing reports and providing KPI’s analysing the customer service levels we provide and identify trends to report back to HOD / rest of the business
- Ensuring that all staff always stay at the correct level of training and be a part of the training process
- Challenge the status quo to do things better, continuously assess our processes and potential improvements
- Able to implement efficiency projects within customer support and support the rest of the business with larger cross-departmental projects
- Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible

Continue to assess the customer support department for effectiveness and adjust the processes to give the best solution for the customer base and FireAngel

Knowledge, Skills and Experience

Required:

- Leadership experience with a confident attitude
- Process improvement, coaching and developing people
- Effective and confident in communicating and building relationships at all levels - internal and external stakeholders
- Great problem-solving skills
- Possess high attention to detail

Educational qualifications to support the ability to analyse data
- Excellent written and verbal interpersonal skills with the ability to communicate effectively at all levels of organisation; both internally and with customers

Desired:
At least 2 years of experience in a customer service senior role in a busy B2C environment
- A hunger and excitement to work for a fast-growing business
- An interest in automated service solutions: AI / Chatbot
- Experience in an engineering/technology led organisation
- A willingness to roll-up sleeves, be flexible, and take responsibility

Personal qualities:

- A clear and effective communicator
- Charismatic with a sense of fun
- Desire to succeed and deliver exceptional output
- People driven and results orientated
- Confident with a strong self-belief and a positive attitude
- Problem-solver who takes ownership and will chase down problems to resolution
- You are a reliable and structured professional and excel in a company where trust and integrity is the key foundation for everything we do
- You love rolling up your sleeves to get it done
- What we’re doing at FireAngel excites you

Culture
- FA are in the simplicity business and they are building a team, who look at the world a little differently. People that look at the needlessly complicated and say ‘that’s nuts’. Folks that are bold enough to challenge convention. And brilliant enough to actually change it

What's in it for you?
- The chance to make a real impact in a business intent on evolving the customer journey
- The opportunity to be involved and deliver new AI / automated customer support channels
- The opportunity to work with a collaborative team fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself
- A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company´s future is being shaped. We look for the brightest and smartest who tell us how we can change and evolve
- Competitive salary & benefits

**Salary**: Up to £31,000.00 per year

**Benefits**:

- Company pension
- Employee disco

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