Customer Care Team Leader

Customer Care Team Leader

We are working with a European leading organisation on the lookout for a Customer Care Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

As the leader of the Customer Care Team, you will be the internal face of their business. Your mission is to foster exceptional customer service while driving team performance. You’ll lead by example, inspiring the team to excel and maintain outstanding customer service both internally and externally. Your focus will be on developing team members to provide high-quality, technically competent advice to customers.

The team will support customers with their queries, which could be on warranty, quality or spares, to name a few. The aim of the department is to achieve first-pass resolution wherever possible. You’ll also organise daily team operations, oversee workload, and ensure continuous training on company products and applications. Additionally, you’ll drive process improvements, optimise existing technologies and collaborate with other departments to enhance the overall customer experience.

KEY RESPONSIBILITIES:

• Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement
• Ensure the team are trained to a level that they can give a first class response to the majority of enquiries but where this is not possible that processes are in place and followed in order to escalate the enquiry to higher level commercial or aftersales support in a manner that is a positive experience for the customer
• React and support the bigger team with daily workload at peak times and covering areas of high absence through taking calls, responding to emails and sales order processing through the relevant ordering systems
• Monitor orders and ensuring all blocked orders are pushed through to completion by the team. Proactively identify and advise of any issues, identifying solutions or alternative course of action.
• Ensure that orders are processed to a high degree of accuracy and in a timely manner meeting cut off times and ensuring the customer is aware of delays
• Ensure processes are in place and reviewed quarterly making sure best practice is followed
• Monitor and evaluate agent quality of calls and chats to ensure agents are meeting pre-defined quality criteria
• Conduct team meetings to update members on best practices and continuing expectations and sharing results ensure a clear agenda and actions shared and followed through
• Sets daily goals and motivates team to achieve these goals. Re-aligns goals during several check-ins throughout the day to track advisor performance
• Encourages the team to take ownership of tickets and resolve customer inquiries at first contact
• Ensure the team is adequately manned and absences planned so as not to affect customer service levels
• Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required
• Liaising with delivery companies to track orders and give accurate information to customers and support in regular meetings to highlight any issues or concerns
• Ensuring all authorisations are completed and information provided to support the authorisation process and attaching all supporting documentation to SAP to give full visibility
• Keeping accurate records of discussions or correspondence with customers by logging customer queries and complaints via internal systems and follow through to completion
• Produce KPI’s on team performance and work with the Customer Support Manager on critical analysis of the data taking action to improve where required
• Co-ordinate and attend customer meetings and provide relevant information ensuring information is shared and issues are highlighted, ensuring minutes are taken and shared and actions completed within the timescale agreed
• Liaise with the SIOP on stock allocation, ensuring good relationships and communication are maintained, and the team are identifying orders to be prioritised
• Ensure all administration is completed in line with Group, Company or Statutory requirements, including but not limited to:

- Acknowledge and resolve both written and verbal customer complaints promptly and respond to them within set time limits, systematically and fairly.

- Taking ownership and resolving queries in a timely and efficient manner.

- All discrepancies to be processed relating to logistics and raise concerns and ensure system notifications are triggered.

- Carrying out root cause analysis of repeat issues to get to establish the cause and put in corrective action through process change and training.

- Investigate and solve customer issues which may be complex or long-standing issues. Ensure all discrepancies are dealt with and entered onto the computer system.

• Escalate and communicate outstanding issues in a timely manner to the Customer Support Manager for support in expediting a solution
• Deputise for the critical duties of the Customer Support Manager in their absence
• Contribute to continuous improvement ideas throughout the team. Challenge ways of working to improve overall NPS score, reduce response times, queue times and resolution times across all channels

KEY SKILLS

• Good standard of general education i.e. GSCE, O Level
• Team Leader NVQ Level 2 minimum
• Solid and demonstrable experience in customer facing roles
• Experience of managing a team
• High level of SAP experience & knowledge
• Excellent IT knowledge (Excel, Work, Outlook, databases, CRM)

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.