Customer Service Lead

Sharpsmart; Spennymoor; On-site; GBP 25,000 - 35,000; Full time

Job summary

This innovative firm is seeking a dedicated Customer Service professional to enhance their team. In this role, you will manage customer interactions and ensure timely resolutions to inquiries, all while striving to improve the overall customer experience. The ideal candidate will possess strong problem-solving skills and a passion for building relationships. With a commitment to professional development and a stable work environment, this position offers a unique opportunity to grow within a supportive team. If you are self-motivated and ready to take on new challenges, this role is perfect for you.

Benefits

Competitive salary package

Bonus potential

Private Healthcare options

Dental care options

Employee benefits scheme

Professional development investment

Stable business environment

Qualifications

• 2+ years in customer service or administrative roles, preferably in retail or hospitality.
• Strong computing skills, particularly in Microsoft Office and Salesforce.

Responsibilities

• Manage customer interactions professionally through calls and emails.
• Analyze Power BI reports to respond to customer requests.
• Continuously seek to improve customer experience and service trends.

Skills

Problem-solving

Customer service

Communication skills

Attention to detail

Initiative

Flexibility

Education

2+ years of administrative experience

Customer service experience

Tools

Microsoft Office

Salesforce

Power BI

Job description

Sharpsmart is a part of the Daniels Family; a large international business with operations across Australia, South Africa, United Kingdom, Canada, and the United States. An essential service provider to Healthcare, Daniels Health & Sharpsmart were founded with the vision of “making healthcare safer” – we have achieved this through innovative safety products and clinically-focused waste services that lead the industry.

Above is our “why”; our “how” is delivering the highest standard of service we can, which is why we’re looking to strengthen our Customer Service team. The candidate we’re looking for is someone who takes ownership and is comfortable with leading others, who has self-driven initiative and a “do what it takes” attitude to deliver a right-fit solution for our customers. As a growing company, we are looking for someone who wants to grow with us and use a lead role as a stepping stone to refine their skills and prove their ability to do what it takes.

Working hours for this role are Monday to Friday 37.5 hours.

Take a look at what our team have to say: Our Culture | Sharpsmart

Key Responsibilities

• Managing all customer interactions through calls, emails and cases and in a timely and professional manner within an agreed service level.
• SLA performance and reporting.
• Process adherence, receiving, documenting, investigating and resolving all requests/complaints in line with SLA.
• Ensuring cases are raised in line with guidelines, conducting full root cause analysis.
• Review and interpret Power BI reports, files, records, and other documents to obtain information to respond to requests.
• Coordinate timely additional stock requests as per the processes.
• Data gathering, analysis and cooperation with other key roles.
• Encourage and gather Customer feedback.
• Constantly look for new ways to better/improve the customer experience and looking at customer service trends.
• Involvement in bids and tender solutions.
• Customer site visits.

Candidate Profile

• Someone with initiative, discipline and focus; who has a passion for problem-solving, building relationships, and delivering a great customer experience. You will directly interact with our customers to deliver a quality customer experience.
• Self-motivated to problem-solve and drive resolutions for our customers.
• Flexible, adaptable and able to prioritize; no two days are the same!
• Strong attention to detail in checking work quality and accuracy.
• 2+ years of administrative and customer service experience within retail, hospitality, or corporate will be considered.
• Intermediate to Advanced computing skills (Microsoft Office etc.).
• Salesforce experience would go a long way!
• Good communication skills both written and verbal with record-keeping discipline.
• Proven experience in improving processes and procedures.
• Driving license & ability to commute to Spennymoor.

What we offer

• Competitive salary package plus bonus potential.
• Private Healthcare and Dental care options via a globally recognised provider.
• Employee benefits scheme including financial planning, gym scheme, discounts across a range of retail, days out & leisure, travel, motoring, food & drink plus much more.
• Genuine investment throughout your career for professional development.
• Stability as an essential service to healthcare, ensuring a non-seasonal and stable business environment.