Customer Service Team Lead

2 weeks ago

Nottingham, Nottingham, United Kingdom KONE Full time £40,000 - £60,000 per year

The KDB Customer Service Team is a national team that is engaged in providing support to customers, users and technicians. This includes answering customer questions, dealing with quotes invoices, complaints and orders. Planning work in consultation with customers, accepting call outs and dispatching them to the technicians are also part of the role. The Customer Service team is our primary link to our customers in the day-to-day of our work.

As Team Lead, you will manage the Customer Service team. Within this role, you are responsible for managing and developing the team of Customer Service Specialists as well as for monitoring and optimizing processes. You will interact with various departments within the KONE Door Business – particularly with Engineers, Area Service Managers and the Sales team. Within the role, customer and employee satisfaction are of paramount importance.

Team Lead – Job Description

  • Full time – 40 hours per week
  • Optimising your own work process, the use of systems and the collaboration with the adjacent teams.
  • Managing the team, stimulating competence development by conducting development and assessment interviews and organising work meetings.
  • Ensuring the right level of knowledge of the team and continuous improvement of personal skills.
  • Creating an optimal working environment.
  • Stimulating or developing behavior to represent KONE Door Business to the customer.
  • Implementing any new tools, processes or systems.
  • Setting out actions to achieve budget.
  • Keeping an eye on short and long-term developments.
  • Following up and adjusting the applicable team KPIs.
  • Using customer feedback to define improvement actions for an even better customer experience.
  • Manage a team of 3.

The ideal candidate should have:

  • Managerial experience in customer service or admin.
  • Would suit call out / contact centre experience.
  • Excellent communication skills both written and spoken.
  • Proven management skills and coaching qualities: a people manager.
  • Good IT skills including Salesforce, SAP, Konnect and MS Office.
  • Excellent time management and problem-solving skills.
  • Strong customer relationship management.
  • Stress-resistant, able to switch quickly, customer-oriented and creative in solutions.

Any training will be provided.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
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