Customer Service Team Leader

Pertemps; Coventry; On-site; GBP 30,000 - 45,000; Full time

Job summary

Pertemps is seeking a proactive Team Leader to manage a busy engineer and implementation team. The role involves ensuring operational excellence, managing administrative tasks, and fostering a collaborative team environment. Ideal candidates will have excellent communication and problem-solving skills, alongside experience in logistics. If this sounds like you, apply now!

Qualifications

• Experience in a logistical planning background.
• Proven ability to train and support team members.
• Excellent verbal and written communication skills.

Responsibilities

• Oversee daily activities of the engineer and implementation team.
• Manage HR elements including objectives and appraisals.
• Collaborate on business continuity plans.

Skills

Communication

Problem Solving

Interpersonal Skills

Attention to Detail

Tools

Salesforce

MS Excel

MS Word

MS Outlook

Job description

We are a dynamic and growing organisation committed to delivering exceptional service and operational excellence. Our administrative department plays a pivotal role in supporting various functions across the business, ensuring smooth and efficient operations.

Role Overview:

We are seeking a proactive and experienced Team Leader to oversee and coordinate the daily activities of our busy engineer and implementation team. This role requires a hands-on leader who can manage competing priorities, foster a collaborative environment, and drive continuous improvement in administrative processes.

Providing the highest standard of service for our customers whilst processing enquiries relating to Engineer New Starters, Relocations, and Cancellations. Implementation ensures that new customer implementations, and any changes for existing customers, are completed smoothly and to a high quality. The role also involves managing lock and key stock, printing and sending return labels, participating in ad hoc projects, and offering solutions.

The Position

• The Supervisor will line manage the team of Implementation and Engineer Management Coordinators; manage all HR elements within the team, including objectives, appraisals, holidays, etc.
• Ensure all relevant administrative tasks associated with new and existing customers are completed efficiently and to a high standard.
• Manage stock of locks, keys, all consumables, raise purchase orders, and manage supplier relationships.
• Represent the department on all New Business Calls and Project calls as required.
• Collaborate with the Engineer Implementation Manager on departmental Business Continuity Plans and update as needed.
• Act as an escalation point for queries and complaints.
• Continuously review operational processes and steps undertaken on internal systems, Salesforce, etc.
• Encourage and facilitate professional and courteous working relationships between the team and other departments.
• Provide effective training and support for team members, new starters, and other internal teams.
• Maintain effective liaison with other departments, including Customer Support, Operations, Sales, and Account Management.

Person Specification

• Professional, courteous, and good interpersonal skills.
• An excellent communicator, both verbally and in writing, to varying audiences.
• Proactive and flexible approach to work.
• Able to apply logical thinking to problem-solving.
• Able to listen attentively, understand material, and provide training to team members.
• Excellent attention to detail.
• Able to maintain records and documentation confidently.

Essential Skills and Experience

• Experience in a logistical planning background.
• Experience using Salesforce.
• IT literate with good ability to use MS Excel, Word, and Outlook.

Character and Personal Qualities

• Commitment, enthusiasm, and passion.
• Ability to work under pressure and multi-task.
• Ownership and accountability.
• Customer-focused mindset.
• Flexibility and adaptability.
• Team player attitude.

If you are interested in this position, please click apply!