To act as the representative of the Customer within the division developing strong and successful relationships, coordinating the day-to-day workload of the Customer Service Team to ensure all enquiries are dealt within agreed timeframes.
How you will do it
*Ensuring all the company processes are followed within Customer Service Team Overseeing and assessing customer service staff activities and providing them with regular performance-related feedback
*Training staff in areas of customer service and company policies. Investigating and solving customer service complaints. Assisting with the development and implementation of service policies and explaining these to staff and customers
*Successfully developing and managing your team to enable them to perform at the best of their ability, ensuring they are achieving service and quality levels and meeting KPIs.
*Create and maintain a motivational environment and ensure that a culture of support and encouragement is achieved through effective coaching and development of the team.
*Identify efficiencies through promoting process improvement within your team, recognizing problems and owning solutions. Maintaining an awareness
*Manage Stakeholder relationships and expectations and ensure clear flow of communication to advise of any problems and or delays
What we look for
*People and Performance management skills essential- ability to lead a team effectively, train them well and promote open, constructive and collaborative relationships at all levels
*Proven track record of successfully managing and motivating people to deliver outstanding results
*Excellent communication, coaching and influencing skills-including leading and initiating change
*Experience managing stakeholder relationships, optimizing all communication channels available
*Proven problem-solving skills, able to make rational judgements from the information available
*An understanding of change management and how to support a team through business changes
*Excellent planning, administrative, organizational and time management skills to deliver results
*High level of computer literacy specifically relating to Microsoft Office packages, database/CRM systems and the recording / inputting of information
*Proven Experience in a team manager role.
*Experience working in a service based environment.
*Experience/knowledge of HVAC