* United Kingdom, East Midlands, Loughborough
Are you passionate about delivering exceptional customer service? Do you thrive in coaching and supporting a team to achieve excellence? If so, we want to hear from you!
At Saint-Gobain Interior Solutions, we are looking for a Customer Service Team Coach to join our team and support our mission of delivering a world-class customer experience for British Gypsum and Isover. This is an exciting opportunity for someone with a passion for customer service and a drive to coach, support, and motivate a team.
This role is working for Saint Gobain Interior Solutions who are part of Saint-Gobain UK & Ireland and create high performance drylining and insulation solutions that take care of people and the planet.
This role could be based permanently at either East Leake or Kirby Thore and will be hired on a hybrid basis with 3 office days a week.
What we are looking for:
As a Customer Service Team Coach, you will play a crucial role in ensuring our customer service team operates efficiently and effectively. In order to thrive in this role you will have:
* A passion for customer service and strong interpersonal skills.
* Excellent problem-solving abilities with curiosity and initiative.
* Strong organisational and administrative skills.
* Experience in coaching or mentoring within a team.
What you will be doing:
Day to day you will be responsible for mentoring and guiding advisors, coordinating daily service activities, and driving improvements to enhance the customer experience. Your ability to lead with confidence, support your team, and collaborate across departments will be key to our success.
* Coaching & Supporting: Inspire and guide Customer Service Advisors to provide excellent service, ensuring they have the knowledge, tools, and training they need.
* Service Coordination: Manage daily service levels, including scheduling, telephony systems, and customer contact processes.
* Customer Experience Excellence: Handle enquiries, process orders, and manage specialist activities such as export orders, bespoke orders, and account management.
* Continuous Improvement: Promote a culture of innovation, helping to implement changes that enhance service and business efficiency.
* Performance Monitoring: Analyse team performance data, track key metrics, and drive continuous improvement initiatives.
* Collaboration: Work closely with internal teams including Transport, Planning, Demand, Sales, and Marketing to deliver outstanding customer service.
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