Customer Service Team Leader - Out of Hours

KONE; Long Lee; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Company pension

Private medical insurance

Bonus

Volunteering day

Hybrid working

GymFlex membership

Cycle to work

Employee discounts

24/7 GP & wellbeing

Job summary

KONE is seeking a Customer Service Team Leader for the Night shift (Out of Hours) in the United Kingdom. The role runs Monday to Friday 17:00 to 02:30, with flexibility on start/finish times.

You will oversee the night team, ensure efficient dispatch, and coordinate with engineers to meet client service needs. You will lead, develop and coach the team, manage KPI/SLA targets, and maintain quality standards while handling calls and emails across geographic areas.

Qualifications

• Proven people management experience.
• Experience in busy contact centre environments.
• Dispatch planning experience beneficial.
• Excellent communication and listening skills.
• Well-organised with attention to detail.
• Strong written and spoken English.
• Proficient with Word, Excel, and Outlook.
• Experience with SAP, CRM or Salesforce desirable.

Responsibilities

• Coordinate and direct nightly team operations.
• Enforce call centre policies and procedures.
• Manage night operations and meet deadlines.
• Lead people through targets, PDPs, and IDPs.
• Foster information sharing and collaboration.
• Monitor KPI/SLA adherence and performance.
• Handle escalations and balance supervisory/operational split.
• Address daily issues and escalate as needed.

Skills

People management

Communication

Organisational skills

English proficiency

Tools

Word

Excel

Outlook

SAP

CRM

Salesforce

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 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.

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