Customer Service Team Leader

We work in partnership with a wide range of customers from sectors including automation, plant and tool hire, facility management, retail, manufacturing, construction, agriculture, the public sector and much more. We ensure that waste is stored, managed and disposed of appropriately for our customers in full compliance with the latest regulations.

Our 200 plus employees operate within a fast paced and busy working environment, we work hard but we also enjoy having fun and being part of a team. As a business we have big ambitions; it is an exciting time to be part of Slicker.

**Job Purpose**

The Customer Service Team Leader plays a key role in guiding and supporting the customer service team in delivering exceptional support to customers in the used oil and hazardous waste management sector. This role focuses on providing coaching, resolving escalated issues, ensuring data integrity, and collaborating with cross-functional teams to drive customer satisfaction, revenue growth, and client retention.

This is an exciting opportunity for a target driven sales professional to join a passionate sales team.

**Main tasks and Responsibilities**

**Team Support and Coaching**
- Guidance and Motivation: Lead by example to inspire and guide customer service representatives, supporting them in achieving performance targets and customer satisfaction goals.
- Skill Development: Provide one-on-one coaching on in-house systems and best practices for customer interactions.

**Complaint Tracking and Resolution**
- Escalation Support: Investigate escalated complaints, collaborating with the team to ensure prompt and effective resolution for customers.
- Issue Resolution: Act as the point of contact for complex customer issues, providing direct support when needed and facilitating quick resolutions.

**Customer Satisfaction Targets**
- Goal Setting: Work closely with the team to set and track customer satisfaction metrics, driving initiatives that enhance the customer experience.
- Performance Monitoring: Regularly assess individual and team performance against key metrics, including call quality, issue resolution, and customer satisfaction scores.

**Customer Interaction and Relationship Building**
- Direct Support: Engage directly with customers by answering inquiries and directing them to appropriate services or resources.
- Customer Loyalty: Focus on improving client retention by implementing strategies that enhance customer loyalty, including upselling relevant services.

**Cross-Departmental Collaboration**
- Team Coordination: Collaborate with operations, finance, and sales teams to resolve customer issues efficiently.
- Problem-Solving Across Teams: Facilitate smooth communication between departments to improve process efficiencies and support customer needs.

**Database and Data Quality Management**
- Data Integrity: Manage and enhance the CRM database by identifying and resolving issues, such as merging duplicate accounts and deleting outdated information.
- Ticket and Account Management: Oversee ticket creation and account updates, ensuring data accuracy and completeness.

**Customer Service Reporting**
- Development of a Monthly Review and Improvement Strategy: Prepare a monthly performance review with recommendations for service improvements or sales strategies, implementing these as appropriate.

**Service Scheduling Coordination**
- Schedule Management: Oversee scheduling requests from customer service and sales, ensuring accurate bookings and smooth service delivery.
- Update Customers: Ensure that customers are informed of schedule confirmations, changes, and estimated arrival times (ETAs).

**Ad-Hoc Administrative Support**
- General Admin Support: Assist with administrative tasks as needed, ensuring smooth team operations and workflow.

**Skills & Key Requirements**
- Ability to guide, coach, and motivate team members effectively without direct management responsibilities.
- Demonstrates a deep commitment to customer satisfaction and retention, with the ability to foster client loyalty.
- Strong problem-solving and decision-making skills, with the ability to evaluate and resolve issues effectively.
- Excellent verbal and written communication skills for interactions with customers, team members, and stakeholders.
- Ensures data accuracy and quality in tracking, reporting, and CRM entries.
- Familiar with CRM and telematics systems, able to produce and analyse performance data.
- Works effectively with different departments to streamline processes and resolve customer issues promptly.

**Benefits**

Sustainability focussed business

Healthcare cash back plan

Perkbox employee discounts

Life insurance

Paid company events

Company pension

Cycle to work scheme

On-site parking

Hours of work

8.30am - 5.00pm

Monday to Friday

40 hours per week

No weekends

**Values**

**- **_Smart _**- **_Honest _**- **_Reliable _**- **_Together _**- **_Fun _**-**
- Smart - keep it simple and keep doing it better
- Honest