Customer Success Team Leader - London, United Kingdom - PH Home Emergency

Description

_Customer Success Team Leader_

PlusHeat are recruiting for a motivated, positive and energetic Customer Success Team Leader to join our diverse team at our brand-new Putney HQ.

We are a young and vibrant start-up in the home services space offering home care subscriptions with the goal of bringing the industry into the 21st century, developing cutting-edge tech and our commitment to exceptional customer service to improve the customer experience.

Having just closed our first round of funding, it's the ideal time to join a growing company on an exciting journey as we expand throughout the UK & NI.

By our very nature as a high-growth start-up, we can promise the opportunity to try new things, build on current experience and progress as new departments and roles are created internally.

PlusHeat is a fast-paced environment with different tasks and objectives to achieve every day.

We're looking for someone who is confident dealing with people, diffusing situations and using their initiative to provide solutions when issues arise, always giving amazing customer service.

Responsibilities:

• Plan of Action (on a daily basis, create a plan for the day, ensuring that all aspects of the daily customer service operations are covered with resource being used as effectively as possible.
• Manage & oversee the daily operations within the customer success team & _ensure that all SLA's and targets are being met consistently._
• Develop service procedures, policies and standards
• Analyse statistics and compile accurate reports on key customer service metrics (phones/ticket performance etc.).
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Onboarding and training new employees

Assisting the team with day-to-day duties:

• Accepting/rejecting new maintenance requests.
• Providing status updates to customers.
• Proactively handling customer complaints.
• Following up overdue invoices and customer feedback.
• General administration tasks.

Requirements and Skills

• Experience in providing customer service support
• Experience in working in a fast paced, high pressured environment
• Experience in managing a small team of people within a call center type of business.
• The ability to remain patient and calm during stressful situations
• The ability to work well under severe pressure and to handle criticism well
• Administration skills
• Customer service skills
• Excellent verbal and written communication skills
• Attention to detail
• Strong reportwriting and presentation skills, together with a familiarity with popular software packages such as Microsoft Office.
• Experience with working with a variety of systems (Zohoone) on a daily basis.
• Great organizational skills.
• Selfmotivation to use their initiative and to innovate, when required

Additional Info

Shift Pattern: 9am -5pm, 10am-6pm, 8am to 4pm (Monday - Friday)

1 Saturday shift a month required (9am to 5pm). If you work the Saturday you will have the Friday off that week.

Full Time (35 hours a week, 1 hour lunch and 2x 7.5-minute breaks)

29 Holidays per annum


Salary: 30k per year


Benefits:
Company events, Gym membership


Salary:
£30,000.00 per year


Benefits:

• Company events
• Gym membership

Schedule:

• 8 hour shift

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• LONDON: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)

Customer Service: 1 year (preferred)


Work Location:
One location

Application deadline: 10/02/2023

Expected start date: 10/02/2023