Online Customer Service Team Leader - Ilkeston, Derbyshire, United Kingdom - Saint-Gobain Formula GmbH

Description

If that's a yes, we have an exciting opportunity to welcome someone into the position of Customer Service Team Leader here at Saint-Gobain PAM's Ilkeston Head Office (and later in the year in our new offices at Bilborough).

PAM are part of Saint-Gobain UK & Ireland and is the premier supplier of ductile iron products and solutions to the UK's key utilities, telecoms, highways, civil engineering, and construction industries.

This role can be worked on a hybrid basis after your initial training and induction period

Our Customer Service Team are key to our aspiration to Be Our Best as they influence all elements of our customers' experience.

You will play a pivotal role in providing guidance, support, and mentorship to your team members while also actively participating in customer interactions and issue resolution.

Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their full potential.

Solid understanding of customer service principles, best practices, and industry trends.

You will have the ability to Make it Happen by driving performance and productivity within the team and by establishing strong, collaborative relationships with other internal teams .

The Customer Service Team Leader will be responsible for ensuring that our customers receive outstanding support and assistance while leading, coaching, and motivating team members to achieve their highest potential.

Lead and manage a team of 6 customer service co-ordinators, including training, coaching, and performance management.
Monitor team performance metrics and KPIs to ensure goals are met or exceeded.
Provide ongoing training and development opportunities to enhance the skills and knowledge of team members.
Handle escalated customer inquiries or complaints in a professional and timely manner.
Ensure effective order book management to meet despatch forecast accuracy targets
Collaborate with other departments to identify and address customer service issues and opportunities for improvement.
Prepare and analyse reports on team performance, customer feedback and trends.
Stay informed about industry trends, best practices, and emerging technologies in customer service.
Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. 30pm Monday to Friday.

If you need more flexibility- we'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you.