Aftersales Team Leader

3 weeks ago

Warwick, United Kingdom Auctoro Recruitment Full time

Aftersales Team Leader

We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical support through resolving customer complaints, offering technical support, and driving team performance. This leader will develop team members to provide high-quality advice on company products, handle escalated enquiries, and organise daily operations.

Key responsibilities include ensuring team training, implementing best practices, and optimizing technologies to enhance customer experience. This leader will manage team performance, communicate company goals, and ensure safety practices. Strong communication, leadership skills, and the ability to gain technical knowledge of company products are essential.

KEY RESPONSIBILITIES:

* Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement. Specific elements include but are not limited to:

* Ensure the team are trained to a level that they can give a first class response to the majority of enquiries but where this is not possible that processes are in place and followed in order to escalate the enquiry, either within the Commercial Services function or on to the Quality Manager in cases of product fault, in a manner that is a positive experience for the customer

* Act as a ‘gatekeeper’ for escalated issues – recording issues and then ensuring appropriate training or further action is taken to avoid repeat instances, where possible

* React and support the bigger team with daily workload at peak times and covering areas of high absence through taking calls, responding to emails and sales order processing through the relevant ordering systems

* Ensure processes are in place and reviewed quarterly making sure best practice is followed

* Ensure processes are followed in line with Group Quality standards

* Optimise use of technologies (Speed F1, Zendesk) to make processes lean and to provide data in order to make further improvement. Use the data to understand more about ‘why’ we get the inquiries and make suggestions for business improvement.

* Monitor and evaluate agent quality of calls and chats to ensure agents are meeting pre-defined quality criteria. Utilise call recording to undertake coaching with agents.

* Conduct team meetings to update members on best practices and continuing expectations and sharing results ensure a clear agenda and actions shared and followed through

* Sets daily goals and motivates team to achieve these goals. Re-aligns goals during several check-ins throughout the day to track advisor performance

* Encourages the team to take ownership of tickets and resolve customer inquiries at first contact

* Ensure the team is adequately manned and absences planned so as not to affect service levels

* Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required

* Ensuring all authorisations are completed and information provided to support the authorisation process and attaching all supporting documentation to SAP to give full visibility

* Keeping accurate records of discussions or correspondence with customers by logging customer queries and complaints via internal systems and follow through to completion

* Produce KPI’s on team performance and work with the Aftersales Manager on critical analysis of the data taking action to improve where required

* Help keep the team focused and on track

* Ensure all administration is completed in line with Group, Company or Statutory requirements, including but not limited to:

* Acknowledge and resolve both written and verbal customer issues, enquiries and complaints promptly and respond to them within set time limits, systematically and fairly.

* Taking ownership and resolving queries in a timely and efficient manner.

* Carrying out root cause analysis of repeat issues to get to establish the cause and put in corrective action through process change and training.

* Investigate and solve customer issues which may be complex or long-standing issues. Ensure all issues are dealt with and entered onto the computer system.

* Escalate and communicate outstanding issues in a timely manner to the Aftersales Manager for support in expediting a solution

* Deputise for the critical duties of the Aftersales Manager in their absence

* Contribute to continuous improvement ideas throughout the team. Challenge ways of working to improve overall NPS score, reduce response times, queue times and resolution times across all channels.

KEY SKILLS

* Solid and demonstrable experience in customer facing roles

* Experience of managing a team

* High level of SAP experience & knowledge

* Good standard of general education i.e. GSCE, O Level.

* Team Leader NVQ Level 2 minimum and Team Leader NVQ Level 3

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent

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