Customer Service Team Lead

3 weeks ago

Caerphilly, United Kingdom Ecolab Full time
Job Title: Customer Service Supervisor

We are seeking an experienced leader to join our team as a Customer Service Supervisor. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives, providing guidance and support to foster a positive and productive work environment.

Key Responsibilities:
  • Lead, motivate, and mentor a team of customer service representatives to deliver exceptional customer service.
  • Oversee assigned customer service operations to ensure that customer claims and complaints are handled fairly and effectively.
  • Identify, lead, and deliver cross-departmental people engagement initiatives to drive business results.
  • Set objectives and goals for the area of responsibility and monitor performance daily.
  • Prioritize resources to meet customer and business needs in a constantly changing service-based organization.
  • Own and oversee day-to-day performance of multiple teams with a diverse set of processes.
  • Work collaboratively to solve customer and business problems at multiple levels.
  • Deliver operational change and day-to-day tactical improvements independently.
  • Work with the Head of Customer Service to define and deliver strategic initiatives.
Requirements:
  • Experience in people leadership and performance management techniques.
  • Solid background in identifying and delivering process change and improvements.
  • Ability to set high standards and measure team and self-performance against targets.
  • Passion for customer service, demonstrating ownership at all times.
  • Ability to handle time-critical issues calmly and resolve them.
  • Excellent written and verbal communication skills, suitable for individual contributors through to senior management level.
  • Highly organized and structured approach.
  • Commitment to diversity and inclusion within Ecolab, actively supporting our Pride and E3 agendas.
  • Open, honest, and collaborative approach.
What We Offer:
  • Salary starting from £30k - £33k, dependent on experience.
  • Investment in your training and development.
  • 25 days holiday plus 8 days Bank Holiday.
  • 4% Flexible Benefits, a wide range of benefits (extended to families) or to be used as a salary increase.
  • Pension and 4 x annual salary Life Assurance benefits.
  • Opportunity to purchase company shares.
  • A long-term career within a business that recognizes the talent to progress, inclusive of global opportunities.

We are committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce.

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