Customer Support Team Leader

Here at Navitas, we’re on a mission to raise safety standards across the food service and hospitality industry using technology and expertise.

Our roots are founded in the pedigree of a 30+ year old consultancy that now being supercharged with cutting-edge and disruptive software and hardware technology.

We’re addressing a huge domestic market, with ambitious plans to expand internationally, backed by PE investors and a management team with experience across the industry and multiple start-up exits.

**The Role**

To coordinate and delegate the day-to-day responsibilities of the support team ensuring the highest level of service for our customers. To take full ownership of the performance of your team by providing training, monitoring customer interactions, and holding regular 1:1’s. To be responsible and accountable for our support function, providing regular performance reports to the Head of Operations.

**Your key responsibilities**:

- Manage team performance in line with KPI’s.
- Monitoring, mentoring and coaching the support team.
- Recruitment when needed
- Act as a final escalation point for escalated queries, take ownership and provide solutions.
- Delegate tasks to subordinates.
- Share identified best practice with colleagues.
- Continuously monitor the Digital Food Safety, Compliance and Academy platforms to maintain expert knowledge on all platforms.
- Accountable for data integrity in the ticketing system (Intercom).
- Constantly review ways of working to improve service delivery.
- Daily System reporting to track KPI’s.
- Remote management.

**You must have**:

- Proven track record in a similar leadership role.
- Fluent in English.
- Problem solving skills, common sense approach.
- Knowledge of Microsoft Office packages
- Strong verbal and written communication skills.
- Ability to motivate others, strong leadership skills.
- Ability to make decisions and convince others to follow your chosen route.
- Ability to understand technical problems and explain them using non-technical language.
- Customer service skills and experience particularly complaint resolution.
- Excellent telephone manner.
- Ability to work under pressure and in a busy environment.
- Strong organizational skills with the ability to prioritize own workload and others.

**Desirable factors**:

- Food Service Industry knowledge would be an advantage
- Intercom Experience
- Objection handling experience

The position is remote, however, we do regularly get together at our head office in Leicester where your attendance will be expected. For this reason, it is preferable that you are able to commute to the office in Leicester. You will have access to our Head Office in Fosse Park Monday-Friday so you can choose to work from the office more frequently if you want.

**Just a little more about Navitas Safety**

We’re on a mission to raise safety standards across the foodservice and hospitality industry. Our roots were founded in food safety consultancy over 30 years ago and now we’ve supercharged this with cutting-edge and disruptive software and hardware technology.

We have ambitious plans to continue our international expansion - we’re already in over 4,000 global locations, working with some of the biggest brands in the world. We believe hospitality is the most exciting industry in the world and we’re completely passionate about supporting the industry with solutions that help them ensure safety standards are flawless.

Navitas also offer employees a wide range of benefits This includes:

- Private Healthcare
- 25 Days Annual Leave (Plus UK Bank Holidays)
- 1 Day Birthday Leave - take your birthday off
- Option to work on Bank Holidays and take Annual Leave in lieu
- Flexible Working Hours
- Access to our Online Training Courses

Now is the perfect time to Join Navitas Safety. Come and join the next exciting chapter.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Private medical insurance
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Customer Service Management: 3 years (required)
- Customer Service: 5 years (required)