Scheduler and Customer Service Team Leader

We are looking for Scheduling and Customer Service Team Leader due to business growth

Job description

Due to continuous business growth and recent expansion of out clients portfolio, we are seeking experienced Team Leader to inspire and deliver exceptional results to our office team to continue to provide excellent support to our field Technicians and clients.

As our Team Leader, you will look after our busy Scheduling and Customer Service team. You will work alongside the team and support them with day to day tasks and duties. You will drive performance improvements, support achieving targets in the team and build strong relationships with our field technicians and clients.

You will serve as first point of contact for queries and escalations, and will ensure that your team has all necessary tools to provide excellent service to our clients

This is full time, site based role with working hours Monday to Friday, 08:30 to 17:00, 40hrs per week.

Pay for this role is £32,000 per annum.

The candidate

You will come from busy and dynamic environment where you can demonstrate that you had to handle multiple tasks simultaneously. We want individuals who possess passion for drive and continuous improvement - finding ways to complete job tasks more efficiently and embedding that within the work culture.

You will possess experience in similar role, where you can demonstrate that you led successful team and achieved and exceeded performance targets. You will have nurturing approach, lead by example and be passionate about providing outstanding service to our technicians and clients.

You will not have structured "to do list" in this role. You will be expected to prioritise various workloads, dealing with multiple field based technicians on daily basis, as well as our customers, and be able to retain composure at all times..

The Company

At Firemark we have been leading the way in fire safety and prevention for more than 50 years. Today, we consider ourselves the complete fire safety partner, providing Extinguisher, Fire Training and Fire Door inspection, installation and maintenance.

We are a highly successful and expanding industry leader, dedicated to delivering high quality, BAFE standard compliance customer service into blue chip businesses and organisations.

What we offer

As well as working alongside a supportive team and an interesting role, we offer:

• Salary of £32,000 per annum
• On the job training
• 22 days annual leave plus 8 public holidays
• On-site parking
• Wellbeing 360 - our new platform that offers range of health and wellbeing benefits, such as on demand GP service, discounts for hundreds of online and high street retailers, wellness platform for you and immediate family 24/7, mental health support and many many more
• Cycle to work scheme
• Company Pension
• Free tea/coffee facilities

Key duties and responsibilities:

• Drive efficiency and proactive working across the Customer Service and Scheduling team
• Work with the Operations Manager to ensure business KPI's and SLA's are met whilst implementing processes to drive improvements
• Follow through customer enquiries from initial point of contact to completion
• Respond to and where possible resolve Customer Service issues or escalate problems to the correct level or appropriate contact.
• Management and organisation of shared inboxes
• Data handling and entry including ensuring all enquiries are accurately processed.
• Process Orders accurately by telephone and e-mail, in accordance with the Company's processes.
• Manage internal processes & customer SLA's as required
• Schedule and book where required all reactive and planned works to appropriate Technician, paying particular attention to Customer and Technician locations, works required, expertise, qualifications and response targets,
• Ensuring the Technicians Day is optimised to drive maximum productivity and efficiencies.
• Ensure jobs are complete within expected KPI's or escalating as appropriate.
• Work with the field team to drive improvement and streamline processes.

Key competencies and experience required

• Proven success of leading and motivating a high performing team
• Able to identity where further training and development of others is required
• Delivering training and support to others in a team
• Quality checking of others work and initiating training or process changes where required
• Experience of working in a fast paced and multi skilled Customer Service environment is a MUST.
• Educational qualifications demonstrating proficiency in Maths and English (GCSE Levels C or above).
• Multitasking and direct management of daily priorities/tasks
• High level IT skills, including Microsoft Office systems (Word and Excel).
• Strong ability to quickly and successfully pick up new software, both internal and external (customer portals)
• Strong customer service skills and ability to resolve issues effectively.
• Effective communication skills for maintaining relationships with employees, customers, and suppliers.
• Ability to understand technical information and learn new systems and processes.
• Ability to work to deadlines with enthusiasm and flexibility.
• Experience of working in a regulated and Quality controlled environment (desirable)
• Ability to act proactively to deadlines and with limited direct supervision is essential.
• Attention to detail and the ability to work accurately with detailed information is also a must

Job Types: Full-time, Permanent

Pay: Up to £32,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• On-site parking
• Sick pay

Ability to commute/relocate:

• Bridgwater TA6 4PW: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have at least 2 years experience of logistical scheduling?

Education:

• GCSE or equivalent (required)

Experience:

• Scheduling: 2 years (required)
• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person