Customer Services Team Leader - Didcot, United Kingdom - Hachette UK Distribution

Description

Who we are and what we do

We, Hachette UK Distribution, are the leading book distribution company in the UK.

We are one of the most advanced distribution centres in Europe, with leading-edge automation and modern systems which will ensure world-class service to customers and publisher clients.

We ship in excess of 60 million books globally each year and supply one out of every four books to the UK trade.

Our mission is to make it easy for everyone to discover new worlds of ideas, learning, entertainment and opportunity.

Hachette UK Distribution is part of the Hachette UK publishing group.

What you'll be doing

You will be leading a team of Customer Service Advisors to provide first class customer service to our publishers and customers.

This means on a typical day, you will be supporting your team resolve complex queries, managing escalations, delivering coaching and training, and identifying and delivering process and system improvements.

Tasks will include, (but not limited to):

• Leading your team to deliver excellent customer service and ensuring service levels are delivered.
• Developing effective working relationships with publisher clients and customers to become a trusted
• Being involved in regular meetings with Publishers, ranging from attendance to running the meeting.
• Assisting team members with their personal development by identifying skills gaps via coaching/121 sessions, appraisals, training, and up skilling.
• Communicating effectively with the team in respect of daytoday activity, organising workflows and managing work volumes and priorities.
• Producing reports as required relating to KPIs, SLAs, and productivity.
• Liaising with other teams in the business to ensure full root and branch analysis is completed when problems arise and put remedial steps in place to reduce the risk of the same problem
• Ensuring Quality, Health and Safety and Environmental standards and all related company policies are adhered to, raising any issues to the relevant parties as

- have proven experience of working within a fast-paced customer focused environment.
- be able to demonstrate their understanding of publishers and our customers and their needs.
- have excellent organisational skills and attention to detail.
- possess good problem-solving skills and have the confidence to use initiative to resolve queries.
- need to be competent in IT skills such as Microsoft Word, Excel, Teams and Outlook and reporting packages such as Extent/Power BI.
- have existing knowledge (or be willing to learn) SAP CRM and SAP ECC.
- be expected to have excellent communication skills, both written and verbal including using Microsoft Teams and the telephone to internal and external customers at all levels.
- have demonstratable management experience or be ready to step into a people management role.

Following your initial training period which will be office based (in Didcot, Oxfordshire), you will be able to make the most of the current hybrid model.

The hours will be 9am to 5pm (35 hours per week) with a one hour lunch break working Monday to Friday.

Who we are looking for

We are looking for a Team Leader to manage, and to drive and empower the team to provide outstanding customer service with expertise and a personal touch, to exceed their customers' expectations by taking ownership and being solution-focused in order to be a trusted partner to both our customers and publishers.

We are looking for proven experience of working in a customer focused function, effectively driving engagement and leading the day to day running of the team, managing the workflows and resource, whilst working to agreed deadlines and service levels.

Why should you be excited about this opportunity? Well, Hachette UK Distribution has seen real growth in the past 6 years, moved into a new state of the art facility and has built a reputation for being 'best in class' in our industry.

Are you interested? Then read on to find out more

You will live and breathe our Customer Service Vision and have a passionate and proactive approach to delivering excellent customer service.

You will enjoy liaising with, and collaboratively working with, HUKD colleagues as well as our client publishers and will proactively seek to continuously improve processes and procedures.

What we offer

Our people are our greatest asset and our benefits reflect this.

Therefore, we offer an extensive list of benefits that include:

• 33 days annual holiday including Bank Holidays
• Pension Plan and Life Assurance schemes
• Company enhanced family policy including maternity, paternity and shared parental
• Reward programme giving discounts, savings and cash back at numerous retailers
• 2 Community Days per year
• Cycle to Work scheme
• Eye care vouchers
• Generous discounts on books we publish
• Mental Health First Aiders / Champions and an Employee Assistance Programme (EAP)
• Wideranging training library
• Development Programmes including Mentoring
• Staf