Customer Service Team Leader - Tunbridge Wells, United Kingdom - TMS Search

TMS Search

Verified Company

Tunbridge Wells, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

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Description

Role:
Customer Service Team Leader - Sports, Festivals & Events

Based:
Royal Tunbridge Wells, Kent

Salary:
Competitive basic, bonus & benefits

Our client is a world leader in the Event Badges, ID Cards, Access Wristbands and accreditation software sector and has been servicing high-profile international sporting events, festivals, conferences, colleges, and large security establishments for over30 years.

Their Customer Services team requires both dynamic and structured leadership in an ever-evolving and complex world.

Its team are busy serving two brands that specialise in prestigious and varied events - ranging from festivals to those in the Public Sector.

They predominantly serve the events industry and timing is everything.

As Customer Service Team Leader a cool, calm and organised approach when under pressure and tight time constraints will be essential, along with a positive attitude and sense of humour.

The Customer Services team forms a new and evolving part of the business; the heartbeat of communication and customer focus.

The team are a blend of being the face of the business, whilst also being stewards of high quality information and order processing
- ensuring everything is right first time before going into its production and procurement processes.

Primary Purpose:

Leading the Customer Service function
Developing the team
Process improvement
Order processing/ workload management
Service & complaints escalation

Key Responsibilities:

Dedicated to meeting the expectations and requirements of both internal & external customers
Taking receipt of all requests for order placement and data management
Compiling relevant data and providing weekly/monthly reporting on performance at a local, functional and business level
Providing analysis and recommendations where targets have not been met
Ensuring workload is evenly balanced across the team and recommending changes if needed
Ensuring correct staffing (volume/skills) and managing recruitment and development of the team members
Training new joiners to a high standard, bringing them into the team and monitoring performance during the training and probation period
Supporting team performance by undertaking activity as required covering other team roles during absence or during peaks in demand
Act as escalation contact and troubleshooter in case of operational problems
Execute, coordinate & optimize customer services, in order to deliver expected productivity and quality targets
Initiate, lead and support improvement initiatives
Ensure timely and efficient problem solving
Liaise with all key stakeholders within the organisation to develop robust relationships
Optimising the order processing ensuring links with sales and operations are balanced
Engaged and proactive in the complaints management process root cause and resolution
Outbound shipment tracking and tracing issue resolution/ POD provision
Any other tasks that arise as necessary in support of the company's aims and needs

Experience/ Core Skills

5 years in Customer Service or customer focused role
Good understanding of the operational processes
Knowledge of SAGE advantageous, but not essential
Due to extreme seasonality of the business, flexibility and additional hours would be required at times
At least 3 years of experience in working on similar position
Reporting & analysis skills
Patient and flexible, organized and very positive attitude
Strong customer focus and team focus
Eager to improve processes with the team support
While not customerfacing, this key role directly impacts on a customer's experience

You will be surrounded by a diverse group of enthusiastic, energetic and fun-loving people who work hard but balance this with ample opportunity to enjoy being part of a successful team in industries that foster a naturally social environment.

The industries they serve are fast-paced, dynamic and challenging at times, so a zest for meeting this head on is imperative.

They support each other through leadership, great communication, teamwork and togetherness.