Customer Services Leader

2 weeks ago

Bicester, United Kingdom Quarsh Full time

Here at BRITA we are at the forefront of sustainability and are passionate about changing the way people drink water. We are continuously striving to increase the efficiency and performance of our products with a primary focus to reduce our environmental impact

BRITA are a forward thinking, family owned global business who care about our employees, creating career and advancement opportunities within an inclusive and diverse environment.

We now have an exciting opportunity for a hybrid working model 14 month FTC to cover maternity within our Professional Filter team based in Bicester.

About the role

The role is to effectively manage the day to day Customer Service deliverables as well as, manage and lead our outstanding Client Services Team and deliver our BRITA Managed Services to ensure consistently high levels of service are upheld.

In addition to managing the team, you will be responsible for Service Delivery as well as Systems & Reporting.

The general day to day deliverables will include:

  • Manage and take ownership for all assigned accounts & associated tasks by working closely the Business Account executives to understand the clients Business, ensuring the most suitable service is offered to meet their requirements.
  • Work with the Business Accounts Managers and Account Executives to agree and deliver cartridge replacement targets for the assigned accounts.
  • Manage registrations, email inboxes, collections and meter readings to ensure they are completed accurately within specified SLAs
  • Consistently maintain good technical knowledge of BRITA Professional products, competitor products, water quality throughout the UK and legislation pertaining to water quality.

The Management Day to day deliverables will include:

  • Manage the Client Services Team to ensure business priorities and service levels are met by monitoring performance (efficiency and effectiveness) of the team in carrying out allocated work.
  • Provide reports to the Management Team and Customers as requested.
  • Act as Process Owner for Filter Monitoring work delivered with experts within/outside BRITA, to ensure the SAP CRM system and any interfaces to other systems is maintained accurately.
  • Update monthly, accurate sales forecasts (volume and value) for BMS customers.
  • Work with the Sales Team to manage existing Contract renewals
  • Develop working relationships with key customers to ensure their expectations are consistently met and understood in line with business targets.
  • Plan resources where required and work with Line Manager to recruit any additional or temporary staff.

A little about You

You will have previous experience as Team Lead within a Commercially Sales focussed / Service Delivery environment, exceptional written and verbal communication skills with advanced (preferable) Excel coupled with strong administrative skills.
This is a hybrid role and will require 3 days per week in office presence.

You must be highly organised, driven and outgoing with a "Can Do" positive attitude.

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