Customer Service Team Leader (FMCG)
We are recruiting on behalf of our client an experienced Customer Service Team Leader to join them on a contract/ temporary basis until January 2014.
Key outcomes:
Accountable for team’s performance and responsible for customer service performance. Optimise available resources on a daily basis to ensure full achievement of the Customer Service KPI’s
To recruit, train, coach and develop the CSE’s in the business Way of Selling Managing Relationships structured call, persuasive selling and brand passion
Ensuring all policies and procedures are understood and adhered to at all times. Ownership of personal development, functional, IS leadership capabilities, and supporting/enabling others development
Produce accurate departmental reports to meet agreed timelines
To fully participate/lead projects as directed· Other duties as directed, to ensure customer’s opinions of customer service are enhanced
Key Functional capabilities for this role:Relationship Management-First point of contact for all customer queries/ collecting customer orders with responsibility for ensuring the service provided is best in class.-Ensures customer escalations are fully investigated and customer is kept informed throughout the process.- Good cross functional relationships ensuring best practice through effective ways of working.-Ensures all customer reporting /information required to support customer service continuous improvement is rigorously managed.Brilliant Execution-Operates with a clear set of priorities, adjusting for obstacles course correcting as required.-Expert analysis of all reports/multiple data sources to convert to actions that improve performance deliverables or people performance.-Researches proactively inside outside the business to ensure best practice industry standards are understood and delivered within team.Systems-Operates with a full operational knowledge of systems used in Customer Service.-Capable of producing all reports that provide the operational intelligence that ensures we have an up to date view of all aspects of performance including productivity in the team. -Ability and confidence to switch to operating within Business Continuity Plan for both the business operational systems and Telephony systems.
Find solutions · Generate ideas grounded in a deep understanding of customer requirements and manage them through to successful execution· Develop and apply a great understanding of the business to your work Manage people for success· Build inspire your team. Have a clear purpose, accountabilities, and performance goals· Take ownership for the performance outcomes of your team· Coach your team to achieve a breakthrough in performance· Show a genuine interest in your team get to know their strengths development needs and aspirations.· Build strong cross-functional relationships Consistently deliver great performance· Identify clear priorities and focus on them at all times· Deliver brilliant customer service at all times, in line with the business goals and achieving all KPI’s· Take personal accountability for beating the competition· Work within business process guidelines required to execute efficiently and brilliantly· Strict adherence to COBC practice
Essential qualifications / experience required
A third level education.· 4 years’ experience in a sales and customer service centre in a busy FMCG/contact centre/customer service environment· At least 2 years’ line management experience.· Results focussed with a proven ability to use own initiative deliver to deadlines· Proven strong analytical report writing skills· Have strong interpersonal/networking skills with ability to confront difficult situations· Highly competent in the Microsoft Office suite.· Understanding CRM ERP technologies is a significant advantage· Excellent spoken and written English
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