Customer Service Team Leader
Job Details
Full Job Description
Why do we need you?
Are you
looking for a new opportunity and one in which you can demonstrate and
develop excellent leadership skills?
If that's a yes, we
have an exciting opportunity to welcome someone into the position of
Customer Service Team Leader here at Saint-Gobain PAM's Ilkeston Head
Office (and later in the year in our new offices at Bilborough
).
PAM are part of Saint-Gobain UK & Ireland and
is the premier supplier of ductile iron products and solutions to the
UK's key utilities, telecoms, highways, civil engineering, and
construction industries.
This role can be worked on a
hybrid basis after your initial training and induction period
What we're looking for:
Our Customer Service Team are key to our aspiration to Be Our
Best as they influence all elements of our customers' experience. You
will play a pivotal role in providing guidance, support, and
mentorship to your team members while also actively participating in
customer interactions and issue resolution.
- Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their full potential.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and people at all levels within the business.
- Solid understanding of customer service principles, best practices, and industry trends.
- Demonstrated problem-solving abilities and a customer-focused mindset.
What you will be doing:
You will have the ability to Make it Happen by
driving performance and productivity within the team and by
establishing strong, collaborative relationships with other internal
teams . The Customer Service Team Leader will be responsible for
ensuring that our customers receive outstanding support and assistance
while leading, coaching, and motivating team members to achieve their
highest potential. In all of our interactions we strive to Show We
Care so that our teams and our internal and external customers feel
valued.
- Lead and manage a team of 6 customer service co-ordinators, including training, coaching, and performance management.
- Monitor team performance metrics and KPIs to ensure goals are met or exceeded.
- Provide ongoing training and development opportunities to enhance the skills and knowledge of team members.
- Handle escalated customer inquiries or complaints in a professional and timely manner.
- Ensure effective order book management to meet despatch forecast accuracy targets
- Foster a positive and supportive work environment that encourages teamwork, collaboration, and employee engagement.
- Collaborate with other departments to identify and address customer service issues and opportunities for improvement.
- Prepare and analyse reports on team performance, customer feedback and trends.
- Develop and implement strategies to improve efficiency and effectiveness with the overall objective of improving customer satisfaction and loyalty
- Stay informed about industry trends, best practices, and emerging technologies in customer service.
Are PAM and Saint-Gobain
inclusive employers?
Saint-Gobain is the worldwide
leader in light and sustainable construction improving daily life
through high-performance solutions. From wherever you are, let your
unique personality and our values guide you every day to invent a more
sustainable world.
We understand that a diverse workplace is
not only a more enjoyable place to be, but also facilitates better
decision making and innovation. So, whoever you are, and whichever
Saint-Gobain business you join, you can be sure of a warm welcome with
us.
And what about flexibility?
The world of work is changing. At Saint-Gobain, we're
always open to new ways of working. Everyone has different needs and
commitments.
Our standard working pattern is 8.30am-4.30pm
Monday to Friday. If you need more flexibility- we'll happily discuss
any need you might have for this role: flexible hours, job-sharing,
part-time working, or anything else that matters to you. We can't
promise to meet every request when we're recruiting. But we do promise
to listen.
If you match our criteria, we will be in touch to
discuss your experience and more about you as a person, we look
forward to hearing from you!