Customer Service Team Lead

2 weeks ago

Bridgwater, United Kingdom Job Solutions Ltd Full time
Job Role: Customer Care Manager

Job Solutions Ltd is seeking a highly skilled and experienced Customer Care Manager to join their busy and professional team. The successful candidate will play a critical role in managing a team of Customer Care Advisors, who are responsible for maintaining and developing sales of products, handling administrative and service aspects of the ordering cycle, and managing price administration to support the UK Market.

Key Responsibilities:

  • Recruit, coach, mentor, and develop Customer Care Advisors to excel in their roles.
  • Carry out regular performance reviews and set clear goals and strategies to achieve them.
  • Work closely with the Directors of Sales to maintain and develop sales of products to UK Specification accounts.
  • Manage the pricing and quotations/campaigns cycle for the Retail, Specification, and Export Markets.
  • Develop and review service procedures and processes to improve departmental efficiency.
  • Engage in projects to constantly improve ways of working and enhance the customer journey.
  • Manage invoice query analysis and work with Finance/Customer Care to build action plans to achieve first-time invoicing rates.
  • Accurately report and analyze on agreed KPIs to both Management and the Contracts Customer Care team.
  • Undertake root cause analysis and eliminate costs caused through inaccurate performance.
  • Ensure company processes are kept up to date, specifically linked to Terms & Conditions and customer contract agreements.
  • Implement and manage improvements to enhance the customer experience.

Requirements:

  • Proven leadership experience.
  • Excellent verbal and written communication skills.
  • Strong time management and organizational skills.
  • Flexibility and adaptability.
  • Highly organized and able to prioritize tasks effectively.
  • Performance management and operations management skills.
  • Strategic thinking and problem-solving abilities.
  • Experience in training and developing direct reports.
  • Strong influencing and persuasion skills.
  • Industry experience and analytical skills.
  • Good level of professional and emotional maturity.
  • Polite, friendly, and professional demeanor.
  • Strong attention to detail and ability to look for continuous improvements.

This is an exciting opportunity for a motivated and experienced professional to join Job Solutions Ltd and contribute to the success of the company.

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