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Customer Service Team Leader

4 months ago

Leeds, United Kingdom Sika Full time
Job Description

We’re looking for a Customer Service Team Leader to join our Distribution Customer Services team

[Leeds/Hybrid]

About Distribution Customer Services Team

Join our distribution customer service team, where we’re dedicated to delivering exceptional customer experience aligned with Sika’s principles and values. As part of the wider CX customer experience team, you’ll provide outstanding service whilst creating relationships with the wider Customer Services team across Preston and Wishaw.

Purpose of the Role

To provide and support the delivery of a Customer Service Function to exceeds the needs / expectations of our external customers and internal Target Market Managers.

To support a team of Customer Service Coordinators to deliver the function’s mission and maintain high attainment rates for functional KPIs.

What’s In it for You?

As Team Leader, you will be responsible for the smooth running of the day-to-day function so that customer's orders are managed efficiently and accurately. This includes monitoring and reporting on the Customer Service Teams performance to ensure objectives and KPIs are achieved.

Support the Customer Services Manager to build a team of high performers, this will include supporting with the recruitment, selection, and induction of appropriate personnel to the team and help to ensure the function maintains the appropriate levels of stable versus turning resources. Always maintain appropriate standards of professional behaviour.  

Establish working relationships with key external customer's, internal & external auditors, and internal Target Market Managers to define and understand their needs and work to help realise them.

To ensure adherence to all people management activities are completed in line with company policy and systems, ranging from:

  • Regular meetings with Senior CSCs with minutes & actions
  • Regular 1:1 meeting to review KPI performance, including performance management were appropriate.
  • Managing behaviours within the team in line with company policies
  • Involvement with Continual Improvement projects
  • Reporting from SAP – Excel

Ensure regular structured briefs are held and the team are engaged and motivated.  These should be held at least 3 times on a weekly basis.

The Rewards:

You will be rewarded with a competitive salary, and a sweep of great benefits. We pride ourselves on our total reward package:

  • Holiday 25 days rising to 28 days with service, plus bank holidays
  • Hybrid Working
  • A company pension contribution of up to 10%
  • Private healthcare for you, with option to add family.
  • Group life cover at 6x your annual salary.
  • Global Income Protection (PHI)
  • Enhanced maternity and paternity pay
  • Staff discount platform & Cycle to Work scheme.
  • Dedicated Service Awards for reaching key milestones.
  • Selected discounted Sika products.

The Support:

This is a newly created role and will be to look after a newly created team within the existing customer services distribution team. You will be managing a team of established and experienced CSA’s. You will be supported by the Customer Services Manager and will work alongside two further Team Leaders in the wider team.

The Skills:

Minimum of 5 years Customer Service Experience and an ability to work with colleagues and customers at all levels to meet requirements.

Experience with inner team leader role – 3-5yrs.

Support other team leaders – lead by example, people management.

Leadership: Ability to establish clear expectations supporting employee engagement and motivation with high level of emotional intelligence to provide support and coaching to team.

Project Ability: To contribute positively to projects.

A significant commitment to professional and personal development from day one, including a comprehensive local, product knowledge and leadership development initiatives complimented by a global Sika Business School offering.

The Future: 

Potential Career Routes: Resolution Coordinator, Business Process Manager, Resolution Manager or CS Manager

The opportunity to progress within a global company across a variety of business areas.


Qualifications

  • Minimum of 5 years Customer Service Experience. 
  • Salesforce, demonstrable experienced in team leadership in a similar role
  • SAP Knowledge, SAP Order Process, Product Knowledge, Communication, Team Working and Leadership.