Interiors Administration Team Leader

evo; Derby; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the UK and Ireland seeks a Team Leader to enhance customer service excellence. The role involves motivating a team, driving sales-focused results, and ensuring compliance with business processes. Ideal candidates will have strong communication skills and a background in sales.

Benefits

Flexible working

Pension contributions

Cycle to work scheme

Employee Assistance Programme

State-of-the-art IT equipment

Volunteer days

Qualifications

• Experience in a sales-led environment; managing a telesales team is an advantage.
• Excellent verbal and written communication skills.

Responsibilities

• Motivate and drive a team of Customer Service Administrators.
• Implement a daily quote follow-up process.
• Act as the first level of escalation for customer issues.

Skills

Communication

Problem-solving

Sales

Job description

Role Specification

Role Objective:
With a positive outlook and a clear focus on delivering a world-class customer experience, the Team Leader will be self-driven, tenacious, and results-oriented. Able to manage multiple tasks and balance conflicting priorities, you will demonstrate a strong hunger for service excellence. An honest and confident communicator, you must display a constant desire to learn, develop, and improve the performance of your team and yourself. An extremely organized individual should have the ability to work on a dual system and provide support and guidance to a very busy customer service team.

The Team Leader is responsible for motivating and driving a team of Customer Service Administrators to provide the optimum customer experience to all customers, internal and external. To drive quote conversion rates and mentor the team to a sales-led environment and sales-focused results every time.

Summary Of Role Responsibilities:

1. Implement a daily quote follow-up process and develop the current team on sales-led customer service.
2. Encourage an environment of telephone activity over email activity and promote conversation.
3. Review the job roles and focus of the admin team to ensure all areas of the division are actively managed daily.
4. Work to a daily schedule, carrying out desk-side calls, and focusing CS Admin on speed, efficiency, and accuracy in answering emails and calls.
5. Coach Customer Service Administrators in all aspects of the customer service process to ensure compliance with business processes and rules, enabling prompt and accurate business decisions on customer requests.
6. Ensure the team takes ownership of customer requests and resolves inquiries or complaints within the agreed SLAs, keeping customers and account managers informed of delays or issues.
7. Act as the first level of escalation for customer issues requiring resolution beyond the Customer Service administrator.
8. Assist in conducting one-to-one meetings and team meetings to set additional tasks and objectives outside of core activities.
9. Identify and undertake training and development programs personally and with your team.
10. Monitor CSD folders throughout the day to ensure all are completed within SLA.
11. Delegate work from folders to the team and the wider national delivery team when needed.
12. Complete RTW meetings and absence management forms in line with company policies.
13. Ensure backorder management is accurate and updated regularly according to policy.
14. Liaise with planners, WHMs, and the delivery manager to ensure best practices for customers and the business.
15. Follow and achieve weekly and monthly objectives set by the National Delivery Manager and Operations Director.
16. Monitor KPIs of the team and individuals, taking necessary actions to achieve them.
17. Perform any other duties as required by management.

Person Specification

Essential Skills/Abilities:

• Experience working in a sales-led environment; managing a telesales team is an advantage.
• Experience with queries and processing detailed information.
• Proficiency in solving problems actively and influencing customers to accept outcomes.
• Ability to manage queries in the best interest of both the customer and the company.
• Excellent verbal and written communication skills, with the ability to interact at all levels.
• Build and maintain strong inter-departmental relationships; understanding of commercial and operational policies, processes, and procedures.
• Good understanding of internal policies such as RTW, holidays, absence, and grievance procedures.
• Actively communicate and reinforce company vision and values to front-end employees.

Disposition:

• Active verbal communicator.
• Sales background.
• Problem-solving and resolution-driven.
• Proactive, self-starter, self-motivated.
• High levels of common sense.
• Integrity and honesty.
• Positive attitude towards change; good sense of humor.
• Calm disposition.
• Flexible and enthusiastic with a "can-do" attitude.

The Company

evo - a powerhouse of brands.

evo Group of Companies is the UK and Ireland's largest multi-channel business supplies and services distributor. We operate a centralized distribution network with distribution centers across the UK and Ireland, complemented by regional cross-dock sites. Our logistics platform includes hundreds of our own delivery vehicles, efficiently delivering a vast range of essential goods to workplaces nationwide.

We recognize that our people are at the heart of our culture here at evo. We are proud to employ over 2,000 people across our leading brands: VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline, and Staples.

The Benefits

• Flexible working
• Pension contributions
• Cycle to work scheme
• Employee Assistance Programme
• State-of-the-art IT equipment
• Volunteer days