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Nelson

    Customer Service Team Leader - Nelson, United Kingdom - Protec Fire Detection PLC

    Protec Fire Detection PLC
    Protec Fire Detection PLC Nelson, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    Typical Responsibilties

  • Be expected to know your company's products and policies and be able to communicate it effectively to other members of staff.
  • Be an active member of the customer service escalation & support team.
  • Help build positive customer relations to meet client expectations and lead by example.
  • Staff Appraisals.
  • Training and development of the team.
  • Operational responsibility for the team including ensuring invoicing is carried out in an efficient and timely manner.
  • Holding regular on-to-one meetings with team members to review and action workload.
  • Produce monthly reports to the customer service team manager on the status of all works responsible for the team including PPMs, faults, follow ups and invoicing reports.
  • Daily management and support of the team.
  • Have knowledge and competency of all software management systems, including Portal and dashboard systems.
  • Attend weekly meetings and progress meeting with the Team Manager, Operations Manager and/or Service Director.
  • Monitoring and management of KPI's.
  • Managing daily escalating matters, complaints and providing support to customer service team members, and ensuring continuous improvement with account issues, assisting the Team Manager, Operations Manager, Service Director.
  • Managing any client complaints prior to escalation.
  • Any other duties commensurate with your position.

    • Person Specification

    Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.

    Qualifications

    Qualifications Essential / Desirable To be identified by Supervisory/Management Desirable Application Finanical Desirable Application

    Experience

    Experience Essential / Desirable To be identified by Experience within a similar role coordinating team leadership / management Essential Interview / Application Leadership & motivational skills Essential Interview / Application Knowledge of Fire detection, Gas Suppression, Emergency lighting and associated alarm systems Desirable Interview

    Skills / Abilities

    Skills / Abilities Essential / Desirable To be identified by Excellent attention for detail Essential Interview / Application Customer service Essential Interview / Application Strong interpersonal skills and the ability to communicate with people at all levels Essential Interview Capable of managing labour resources Essential Interview Ability to liaise and coordinate works with clients, sales engineers, projects dept in a professional manner Essential Interview Proficient using Microsoft computer packages including Excel, Word, and Outlook Essential Interview / Application Leadership Skills Essential Interview Ability to work under stressful conditions Essential Interview

    Other

    Other Essential / Desirable To be identified by Enthusiasm and willingness to learn Essential Interview Flexible in approach to working hours Essential Interview
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