Customer Service Team Leader - Out of Hours

Kone; Exley Head; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Salary with bonus

Hybrid working

Private medical insurance

Pension scheme

25 days holiday

Volunteer day

GymFlex membership

Cycle to work

Job summary

KONE is seeking a qualified Nights Customer Service Team Leader to oversee the night shift, ensuring efficient dispatch planning and effective call handling. You will guide the team, monitor KPIs, and uphold service standards while coordinating with engineers and clients to ensure timely call-outs.

The role requires strong people management, excellent communication in English, and experience in a busy contact centre. Hybrid working is available, with a competitive benefits package.

Qualifications

• Proven people management experience essential – lead, motivate and inspire team through regular 1-to-1s, team meetings, upskilling and performance reviews.
• Dispatch planning experience beneficial in coordinating nightly operations and ensuring on-time engineer dispatch.

Responsibilities

• Coordinate and direct nightly operations of the team.
• Manage night operations to meet deadlines and KPI targets.
• Ensure policy adherence and process compliance across the team.
• Lead, coach and develop team members through PDPs and IDPs.
• Resolve daily issues and escalate complex problems to management.
• Maintain high standards of customer service and timely responses to inquiries.

Skills

Dispatch Planning

People management

Customer service

Leadership

Communication

Tools

SAP

CRM

Salesforce

Microsoft Office

Job description

This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritizing jobs effectively, for effective scheduling, and to ensure that the team are able to handle calls from different geographic areas, liaising with clients and to ensure that engineers arrive to their call outs on time and at the right destination to service our client's needs., The Customer Service Team Leader for Nights, evaluates, develops and leads the contact centre through the night team ensuring quality standards and Kone dispatch strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets,

• Coordinates and directs the nightly operations of the team.
• Supports and enforces call centre expectations departmental and corporates policies and procedures.
• Manages night operations and tasks for a work group while performing key operational tasks when necessary to ensure deadlines are met.
• People management e.g., setting targets, conducting PDP's and IDP's for team members.
• Facilitates information sharing and creates collaborative working environment.
• Drives competence and process adherence
• Drives behaviour to represent KONE as one team towards the customer.
• Monitors and leads the performance and KPI/SLA adherence of the team.
• Keeps an eye on short- and long-term development.
• Resolves daily work issues and escalates more complex issues to their manager.
• Demonstrates role model behaviour.
• Remains part of the operational team working to a 60% supervisory and 40% operation split during daily operations.
• Analyse, organize and optimize Teams operations:
• Ensures teams compliance with company policies.
• Ensures processes are followed according to defined global processes.
• Implements and ensures proper working of new tools/processes/system.
• Meets KPI targets on call handling and email response as well as safety alerts and entrapments.
• Manage Customer Service Admins and Agents
• Define clear, measurable targets for the team.
• Align team objectives with broader company strategies.
• Ensures continuous upgrade skill level.
• Customer Management.
• Ensures customers' complaints of the call centre are promptly replied to and followed up. Proven people management experience is essential - lead, motivate and inspire team through regular 1-to-1s, team meetings, upskilling and performance reviews.
• Experience working within a busy contact centre environment is desirable.
• Dispatch Planning experience is beneficial.
• Demonstrated competency to manage and maintain day to day operations specific to a functional team.
• Sound communication and listening skills.
• Complaint handling and resolving any queries.
• To be well-organised and pays attention to detail.
• Good written and spoken English.
• Good Word, Excel, and Outlook.
• Experience in SAP, CRM and Salesforce is desirable. We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Private Medical Insurance, Bonus, PDI, Dental Insurance, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced lifts & escalator industry leaders, GymFlex Membership, Cycle to Work Scheme, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.