Customer Service Team Lead

Kone; Nottingham; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading engineering company in Nottingham seeks a Team Lead for the Customer Service Team. You will manage and develop a team of Customer Service Specialists, optimize processes, and ensure high customer satisfaction in daily operations. The role demands excellent management and communication skills, along with experience in customer service or administration. This full-time position offers the opportunity to lead a dedicated team and implement improvements based on customer feedback.

Qualifications

• Excellent communication skills both written and spoken.
• Proven management skills and coaching qualities.
• Good IT skills including Salesforce, SAP, Konnect and MS Office.

Responsibilities

• Manage the Customer Service team and develop team members.
• Oversee team KPIs and ensure customer satisfaction.
• Implement new tools and processes for efficiency.

Skills

Communication skills

Management skills

IT skills

Time management

Problem-solving skills

Customer relationship management

Tools

Salesforce

SAP

Konnect

MS Office

Job description

Overview

The KDB Customer Service Team is a national team that is engaged in providing support to customers, users and technicians. This includes answering customer questions, dealing with quotes invoices, complaints and orders. Planning work in consultation with customers, accepting call outs and dispatching them to the technicians are also part of the role. The Customer Service team is our primary link to our customers in the day-to-day of our work. As Team Lead, you will manage the Customer Service team. Within this role, you are responsible for managing and developing the team of Customer Service Specialists as well as for monitoring and optimizing processes. You will interact with various departments within the KONE Door Business - particularly with Engineers, Area Service Managers and the Sales team. Within the role, customer and employee satisfaction are of paramount importance.

Responsibilities

• Full time - 40 hours per week
• Optimising your own work process, the use of systems and the collaboration with the adjacent teams.
• Managing the team, stimulating competence development by conducting development and assessment interviews and organising work meetings.
• Ensuring the right level of knowledge of the team and continuous improvement of personal skills.
• Creating an optimal working environment.
• Stimulating or developing behavior to represent KONE Door Business to the customer.
• Implementing any new tools, processes or systems.
• Setting out actions to achieve budget.
• Keeping an eye on short and long-term developments.
• Following up and adjusting the applicable team KPIs.
• Using customer feedback to define improvement actions for an even better customer experience.
• Manage a team of 3.
• Managerial experience in customer service or admin.
• Would suit call out / contact centre experience.

Qualifications

• Excellent communication skills both written and spoken.
• Proven management skills and coaching qualities: a people manager.
• Good IT skills including Salesforce, SAP, Konnect and MS Office.
• Excellent time management and problem-solving skills.
• Strong customer relationship management.
• Stress-resistant, able to switch quickly, customer-oriented and creative in solutions.