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Customer Service Team Leader
Location: Guildford, Surrey
Contract: Full Time
Job Summary
My client is looking to recruit a Customer Service Team Leader.
The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.
Responsibilities / Duties
- Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
- Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a Navien Technical Engineer to carry out the work
- Manage the jobs allocated to service agents to ensure appointments have been booked with customers
- Document all call information according to standard operating procedures
- Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
- Manage jobs and invoices to close off outstanding work through the process of payments to finance
- Arrange collection of parts after job with warehouse and engineers
- Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
- Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
- Support the company promotions by keeping the data up to date
- Provide customers with product and service information
- Support training administration for engineer training days
- + other ad hoc duties
Skills/ Experience
- Worked in a call centre environment
- Experience working with Microsoft Office Excel and other MS Programs
- Highly motivated and pro-active
- Customer focused with excellent customer service
- Previous team leader experience
- Strong organisation skills
- Willing to learn new processes and adapt to changes
- Pay attention to detail
- Must be able to communicate at all levels and be a team member
- Strong Communication and Listening Skills
- Ability to Work as a Team and Individually
Benefits
22 days holiday, rising for long service
- Free on site parking
- Private health care after two full calendar years
- Employee benefit scheme
Customer Service Team Lead - Guildford - 30,000
Damia Group Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept our Data Protection Policy which can be found on our website.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.
Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003.
