Customer Service Team Lead
2 weeks ago
**Job Title:** Customer Service Team Lead
**Location:** Stoke-on-Trent, UK
We are seeking an experienced Customer Service Team Lead to join our team at Equans UK. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and ensuring that all customer inquiries are handled efficiently and effectively.
The successful candidate will have relevant customer service experience and the ability to use a range of IT software packages. A competitive salary of £25,000 - £30,000 per annum, plus benefits, is on offer for this exciting opportunity.
Key Responsibilities:
- Interpret and log work order requests, inputting details into an in-house system, providing regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs).
- Liaise with wider team members to ensure the best resolution, consistent with the contract.
- Complete all administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to work orders, purchasing and finance tasks.
- Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests and ensure required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.
- Carry out monitoring of CAFM (Maximo) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's.
- Support the planned maintenance programme by scheduling activities for engineers, sub-contractors and site managers.
- Comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.
Benefits:
- A competitive salary of £25,000 - £30,000 per annum.
- 24 days annual leave, plus public holidays.
- Life Cover equivalent to 1.
- Employee discount shopping schemes on major brands and retailers.
- Gym membership discounts.
- Cycle to work scheme.
- Holiday purchase scheme.
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
- Attractive Employee Referral Rewards Scheme.
- Access to our growing employee networks.
- 24/7 Employee Assistance Program and access to mental wellbeing app.
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