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Customer Support Operations Leader
2 months ago
Customer Service Team Lead
Location: Havant, Hampshire | Salary: £Competitive | Employment Type: Full-time, Permanent | Work Arrangement: Hybrid
As the Customer Service Team Lead, you will serve as a vital representative within the broader organizational network by overseeing tenders, projects, and orders related to spare parts, new builds, and upgrades. Your leadership will guide a team of five coordinators who are tasked with providing accurate and timely office support for the sales division, ensuring the growth and profitability of the company’s offerings.
Your responsibilities will include managing the order book for our clientele, guaranteeing satisfaction in all interactions and activities, aligned with established KPIs. Additionally, you will be a key contributor to both short and long-term order intake pipeline information (S&OP) and play a significant role in the management of the company’s portfolio.
Key Responsibilities
- Lead a team of Customer Service Coordinators who cater to a global customer base for all parts, retrofit, and upgrade requests.
- Oversee pre-order and post-order support services, which encompass quotations, order processing, contract reviews, execution, and technical assistance.
- Assist the Customer Service Manager with strategic business initiatives.
- Maintain customer communication and coordination for project delivery.
- Proactively ensure exceptional customer satisfaction.
- Adopt a proactive approach to meet and exceed Customer Service KPIs.
- Contribute significantly to S&OP and portfolio management.
- Ensure compliance with all audit requirements in procedures and work processes.
- Adhere to QA, information handling, Export Control, and Health & Safety protocols at all times.
Candidate Profile
- Experience in customer-facing roles, particularly in account management.
- Proven team leadership capabilities, serving as an escalation point for coordinators, with the ability to troubleshoot and provide support.
- Skilled in developing strong relationships with internal stakeholders.
- Process-oriented, with the ability to implement and enhance internal processes to meet deadlines.
Important Note
Due to the nature of the work undertaken by the organization, the successful candidate will be required to undergo and pass SC Level security clearance. Therefore, applicants must be UK Nationals who have resided and worked in the UK for the past five years.
