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Customer Support Team Leader

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Caerphilly, United Kingdom Ecolab Full time

Job Overview: We are seeking a skilled leader with a solid history of establishing and maintaining exceptional standards consistently. The ideal candidate will be an approachable and transparent leader who appreciates and promotes these values in others, with the ability to inspire, motivate, and engage individuals at all levels within a dynamic, field-oriented organization.

Benefits:

  • Recognition for achieving targets, with pathways for career advancement.
  • Enhancement of your professional business skills.
  • Join a stable, expanding, global Fortune 500 organization.
  • Comprehensive benefits package available from the first day of employment.

Key Responsibilities:

  • Team Leadership: Inspire, mentor, and guide a team of customer service agents, fostering a positive and efficient work atmosphere.
  • Manage customer service operations to ensure fair and effective handling of customer inquiries and complaints, while understanding the sales strategies, products, and distribution methods of the supported divisions.
  • Identify, lead, and implement cross-departmental employee engagement initiatives.
  • Establish objectives and performance goals for your area of responsibility, monitoring progress on a daily basis.
  • Prioritize resources to meet customer and business demands in a rapidly evolving service-oriented environment.
  • Oversee daily performance across multiple teams with diverse processes.
  • Collaborate to resolve customer and business challenges at various levels.
  • Independently implement operational changes and tactical enhancements.
  • Work alongside the Head of Customer Service to define and execute strategic initiatives.

Working Hours: Core hours are Monday to Friday, 8 AM to 6 PM, with occasional on-call responsibilities on a rotational basis.

Candidate Qualifications:

  • Proven experience in people leadership and performance management.
  • Strong background in identifying and implementing process improvements.
  • High standards for measuring team and personal performance against targets.
  • Demonstrated passion for customer service, taking ownership at all times.
  • Ability to calmly address time-sensitive issues until resolution.
  • Excellent written and verbal communication skills, suitable for all levels of the organization.
  • Highly organized with a structured approach.
  • Commitment to diversity and inclusion, actively supporting relevant initiatives.
  • Open, honest, and collaborative in approach.

Compensation and Benefits:

  • Competitive salary starting from £30k - £33k, based on experience.
  • Investment in your training and professional development.
  • 25 days of annual leave plus 8 public holidays.
  • 4% Flexible Benefits, offering a variety of options for personal or salary enhancement.
  • Pension plan and life assurance benefits equivalent to 4 times annual salary.
  • Opportunity to purchase company shares.
  • A long-term career within a company that values talent and offers global opportunities.

Commitment to Diversity and Inclusion: At Ecolab, we believe that diverse and inclusive teams are essential for success. We are dedicated to creating a workplace where every associate can thrive and reach their full potential. We uphold fair and equal treatment for all associates and applicants, ensuring that recruitment, hiring, promotion, and advancement opportunities are based solely on individual qualifications and job performance.