Customer Support Team Leader

4 weeks ago

Caerphilly, United Kingdom Ecolab Full time

Job Overview

We are seeking a skilled and experienced Customer Support Team Leader who has a strong history of maintaining and exceeding high performance standards. This role requires a transparent and trustworthy leader who inspires and engages team members across a dynamic service-oriented environment.

What We Offer:

  • Recognition for achieving targets and opportunities for career progression.
  • Enhancement of your professional skills and business knowledge.
  • Employment with a stable and expanding global Fortune 500 organization.
  • A 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 workplace.
  • Manage customer service operations to ensure fair and effective handling of customer inquiries and complaints, while understanding the sales strategies and products of the supported divisions.
  • Lead initiatives to enhance employee engagement across departments.
  • Establish and monitor objectives and performance metrics for your area of responsibility.
  • Allocate resources effectively to meet the evolving needs of customers and the business.
  • Oversee daily performance across multiple teams with varied processes.
  • Collaborate with others to address customer and business challenges at various levels.
  • Implement operational changes and tactical improvements independently.
  • Work closely with the Head of Customer Service to develop and execute strategic initiatives.
  • Core working hours are Monday to Friday from 8 AM to 6 PM, with on-call responsibilities on a rotational basis.

Candidate Qualifications:

  • Proven experience in leadership and performance management.
  • Strong background in identifying and implementing process improvements.
  • Ability to set high standards and measure performance against targets.
  • Demonstrated passion for customer service with a sense of ownership.
  • Capable of managing time-sensitive issues calmly and effectively.
  • Excellent communication skills, both written and verbal, suitable for all levels of the organization.
  • Highly organized with a structured approach to work.
  • Commitment to promoting diversity and inclusion within the workplace.
  • Open, honest, and collaborative in all interactions.

Benefits:

  • Competitive salary ranging from £30,000 to £33,000, based on experience.
  • Investment in your ongoing training and professional development.
  • 25 days of annual leave plus 8 public holidays.
  • Flexible benefits package, allowing for a variety of options or salary increases.
  • Pension plan and life assurance benefits equivalent to four times your annual salary.
  • Opportunity to purchase shares in the company.
  • A long-term career path within a company that values talent and offers global opportunities.

Our 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 employee can thrive and reach their full potential. We are committed to fair treatment in all aspects of employment, ensuring that all associates and applicants are evaluated based on their qualifications and performance.

We strive to enhance the principles of Equal Employment Opportunity through Affirmative Action, aiming to fully utilize diverse talent across all levels of our workforce. Ecolab is a place where you can develop your career, shape your future, and make a meaningful impact.

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