Customer Services Team Leader

Techtronic Industries (UK) Limited is part of the global TTI group, who are world leaders in cordless technology. TTI manufacture and sell power tools across the world. TTI UK distributes Milwaukee and Ryobi products through a variety of channels to retail customers and end users. We continue to grow in an established and stable market.

We have an exciting new opportunity for a B2C Customer Services Team Leader position available within our UK Operations Team, reporting to the Customer Services Manager.

This role will be based in our office in Marlow UK and we offer free parking on-site. We have easy access links from the M4 and M40.

We offer flexible shift patterns from 9am to 5pm or 8am to 4pm, after a successful probation period, we'd be looking for the successful individual to work Monday to Friday from 8am to 4pm.

As part of working for TTi, we offer many exciting benefits! It’s our people that are crucial to the success of our business and therefore we offer a vast range of comprehensive benefits to our team.

• Free on-site parking at the office
• A non-contractual work from home option (ideally on successful completion of first 3 months of employment)
• 25 days holiday + bank holidays
• Private Medical & Dental Insurance
• Group Life Assurance Benefits
• Annual Gym Allowance
• Discounted Milwaukee and Ryobi products
• Access to our TTi Benefits Hub which includes discounts with many high street retailers
• Support towards Eye Sight Tests for DSE use
• On-site 3rd party restaurant and coffee shop in our offices

As well as the above benefits, the wellbeing of our employees is of utmost importance to us and we offer an Employee Assistance Programme, giving employees access to a confidential helpline 24/7.

Key Responsibilities:

• Manage Customer Service Agents on a day to day basis with effective delegation of responsibilities among team members

• Create an inspiring team environment with an open communication culture

• Set clear individual and team goals

• Delegate tasks and set deadlines

• Oversee day-to-day operation

• Monitor team performance and report on metrics

• Motivate team members

• Discover training needs and provide coaching

• Listen to team members’ feedback and resolve any issues or conflicts

• Encourage creativity

• Effectively manage calls, enquiries, orders, complaints and log all details of actions taken within CRM system to support case management

• Work at a detailed level being hands on as well as managing the overall team requirements and managing projects

• Communicate and coordinate with internal and third-party stake holders to include Sales and Marketing, Logistics and After Sales Support to manage queries

• Carry out other ad-hoc duties as assigned by the Line Manager from time to time

• Improves customer service processes by evaluating performance and drive initiatives to improve day to day processes.

Skills Required:

• Must have 2+ years’ experience with team management and B2C customer service

• Experience with CRM systems

• Thorough understanding of entire ecommerce processes from conversion to fulfilment to customer service

• Knowledge of relevant legislation including Consumer Rights Act and Distance Selling Regulations

• A self-motivated, passionate, and enthusiastic approach to work and providing excellent customer service.

• Outstanding verbal and written communication skills and with experience of dealing with challenging customer complaints

• Professional and empathic approach to resolving issues

• Efficient with spreadsheets, manipulating data and reviewing results

• Excellent time management and goal orientated focus

• SAP knowledge is preferable

• Experienced user of MS Office (Excel, PowerPoint,Word)