Do you have experience of working in a customer service role?
Are you able to work in a fast paced, team orientated environment?

If so, you could be perfect for this role. We are currently looking to recruit a customer service team leader on a permanent basis for one of the world's premier home appliance suppliers.

Company Profile:

Founded in 1967 as a joint venture our client has over 50 years of history, They have grown from a German exporter into one of the world's leading home appliance manufacturers. With around 58,000 employees worldwide, they have reached turnover in 2019 of around 13.2 billion euros. Our client produces the entire range of modern home appliances at 40 factories worldwide. The product portfolio ranges from cookers, ovens and extractor hoods, dishwashers, washers and dryers, fridges and freezers to small appliances such as vacuum cleaners, coffee machines or food processors.

Benefits:

-Competitive hourly pay plus potential bonus

-On-site parking

-On-site canteen

-Ability to work from home

-Extensive training scheme

-Retail discounts

Hours:

1.45pm - 10pm Monday to Friday

Position Summary:

To deliver outstanding and optimal customer service. To create a positive impression of the Company.

Responsibilities:

MANAGEMENT OF STAFF AND CALL CENTRE ENVIRONMENT
- Ensure that there is adequate staff available to cover peaks and troughs
- Control timekeeping, absence and holidays within the team ensuring adequate cover is available
- Monitor and maintain department service level goals by ensuring customer service advisors meet phone accessibility standards
- Be constantly aware of call traffic across the Call Centre and call distribution
- Be sensitive and flexible to the work environment and react quickly to environmental change
- Duty Manager responsibility.
- Maintenance of staff level in accordance to the budget.

TEAM BUILDING/TRAINING AND DEVELOPMENT
- Coach, delegate, evaluate and continually train each Customer Service Advisor.
- Build and lead a strong and motivated team to achieve set/agreed targets whilst maintaining quality standards.
- Work within the overall team structure of the Call Centre
- Ensure high quality professional telephone skills
- Feedback to team members on performance levels by monitoring, analysing statistical reports and providing monthly performance profile, individual and team
- Identify training needs within the team
- Compliance to quality checking and coaching requirements.

TEAM SUPPORT
- Identify system and procedural problems within the Call Centre suggest solutions and recommend change
- Effectively resolve complex customer complaints by using interpersonal skills together with the knowledge of the Company infrastructure in order to rebuild customer confidence
- Maintain high level of confidentiality when dealing with personal issues
within the team

- Be flexible in covering other teams as and when required
- Attend and participate in team meetings
- Train all aspects of the role to new customer service advisors.

KPI's
- To ensure that all Key Performance Indicators separately set are monitored and achieved, reporting back to line manager.

- Perform all other duties as reasonably required that are consistent with both training and experience
- Contribute to the reduction in the overall cost to manage.
- Adhere to all Company processes, procedures, policies and standards
- Assist in the Implementation of new procedures
- Maintain effective working relationships

Experience:

- Customer Focused

- Understanding of customer service environment
- Leadership and people Skills
- Excellent communication skills
- Excellent telephone skills
- Flexibility
- Problem solving / decision making
- Planning and organising
- Ability to prioritise workload and action accordingly
- An eye for detail
- Ability to work under pressure
- Common sense
- Previous Team Leader Experience
- Windows / Outlook, Microsoft Word and Excel

If this role suits your current skill set and experience please apply using the link on the advert