Customer Service Team Leader

Customer Service Team Leader

Location: St Ives, Cambridgeshire

Main Purpose

A lead customer service role coordinating and implementing service contracts within the NHS including preparing quotes for remedial works with additional responsibility for mentoring, training, and leading CRC’s.

Key Responsibilities

1. Coordinating and implementing service contracts, liaising with service sales to ensure smooth transition
2. Daily communication with CRCs on tasks and dashboard management
3. Drafting and Implementing training plans and performance reviews for CRCs with the Head of CSQ to improve processes
4. Approving absence and holiday entitlement
5. Daily communication with customers at the NHS and private hospitals including but not limited to Facilities Management companies
6. Preparation of client documentation, generating quotations (including remedial), order processing, compiling reports, responding to customer calls and arranging shipments
7. Liaising between service sales, sub-contractors and sites to arrange 3rd party servicing and ensure reports are completed and the customer is aware of any recommendations
8. Visiting key customers to evaluate the service provided by the CSQ team and reporting to the Head of CSQ
9. Responsible for ensuring 3rd party RAMS are completed
10. Ad hoc administrational tasks including raising requisitions and PO’s
11. Promote cross functional working and demonstrate a one team approach to promote a positive culture within the workplace
12. Assisting in the recruitment and on-boarding of new members of the team

Experience / Qualifications

1. Experience working in a customer service role
2. A leadership or management qualification would be an advantage or planned NVQ/ILM in Management at level 3 minimum.
3. Ability to develop system processes and improve existing Standard Operating Procedures (BSOPs)
4. Experience of working in a busy sales department
5. Experience of CRM systems required, and Salesforce experience would be advantageous.
6. Customer service experience preferably gained in a business-to-business organisation
7. Basic sales experience would be preferable

Benefits

1. Pension auto-enrolment after 3 months, with 6% employer contributions and opportunity to make your pension contributions via salary sacrifice
2. BUPA private medical insurance after 6 months
3. Employee rewards scheme
4. Death-in-service benefit
5. Employee Assistance Programme
6. 25 days holiday plus Bank Holidays
7. Cycle to Work schemes
8. Company Events
9. Bonus Scheme