Customer Service Team Leader - Out of Hours

Kone México; Long Lee; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 days holiday

Bank Holidays

Pension scheme

Private medical insurance

Bonus

Dental insurance

Hybrid working

Job summary

KONE is seeking a Customer Service Team Leader for Nights to manage the overnight team and ensure dispatch strategies are executed effectively. You will balance 60% supervisory duties with 40% hands-on operations, coordinating calls and emails across various regions to support engineers arriving on time at client sites.

The role requires strong people leadership, experience in a busy contact centre, and familiarity with SAP, CRM and Salesforce. Hybrid working is available in the UK.

Qualifications

• Proven people management experience is essential.
• Dispatch planning experience is beneficial.
• Experience in a busy contact centre environment is desirable.
• Good written and spoken English.
• Experience with SAP, CRM and Salesforce is desirable.

Responsibilities

• Coordinate and direct nightly operations of the team.
• Enforce call centre policies and procedures.
• Manage night operations to ensure deadlines are met.
• Conduct PDPs and IDPs for team members.
• Monitor KPI/SLA adherence and performance of the team.
• Resolve daily work issues and escalate complex matters.

Skills

People management

Dispatch planning

Communication

English language

Organisational skills

Tools

SAP

CRM

Salesforce

Word

Excel

Outlook

Job description

Customer Service Team Leader (Out of Hours) Monday - Friday 17:00pm - 02:30am (we can be flexible of the start and finish times) 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.

Purpose

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. The Supervisor executes customer centricity in their respective team, develops their team and ensures operational excellence, whilst being able to step in and pick up both call and email workload should the need arise.

Key responsibilities

• 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 AgentsDefine 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.

Skills & Experiences

• 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.

What KONE can offer

• 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.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html At KONE, our purpose is to shape the future of cities. As a global leader in the elevator and escalator industry, we move two billion people every day, making their journeys safe, convenient, and reliable with smart and sustainable People Flow. In 2025, KONE had annual sales of EUR 11.2 billion, and at the end of the year over 60,000 employees in close to 70 countries. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.