About The Role
Are you the type of person who enjoys regularly interacting with customers, managing multiple accounts and driving team sales? Do you have the skills and experience to lead a team of high performing individuals? If so this could be the role for you. We’re looking for a Customer Service Centre Team Leader who will thrive in a telesales or account management environment to join our team. You will help us to deliver our customer promise - to delight every customer, every time.
In the role of the Key Account Desk Team Leader will provide exceptional service levels to customers whilst maximising revenue opportunities for the business.
You’ll take ownership of the customer journey, build relationships with key accounts and successfully manage your portfolio of customers. You’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service. Key responsibilities will be;
1. Overall responsibility for the efficient & successful running of the KA Desk.
2. Deliver exceptional levels of customer service to ensure that expectations are met or exceeded.
3. Understand, establish and develop strong relationships with customers at all levels and be the first point of escalation.
4. Communicate effectively with various areas of the business.
5. Guidance and mentoring of Key Accounts Desk team, providing support and direction.
6. Review and set objectives (Collectively and Individually) to deliver continual improvement.
7. Delegate tasks and set deadlines.
8. Monitor team performance against KPI’s.
9. Discover training and development needs and provide coaching as required.
10. Provide feedback to the wider business on areas of improvement.
11. Supply a suite of daily, weekly & monthly reports for both internal and external use.
What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider. We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.
About You
If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations.
To succeed in this role you will bring the following skill-set and behaviours:
12. Prior experience in a role where you can demonstrate exceptional customer service skills is essential
13. Previous experience in the Utilities industry would be advantageous but not essential
14. Able to demonstrate Customer Service excellence both internally and externally
15. Excellent interpersonal and influencing skills with the ability to effectively communicate across all levels and functions both within Sunbelt Rentals and customer organisation
16. Strong customer service ethic, reviews and actively seeks to resolve issues and improve service standards throughout the account
17. Effective planning and organising skills, methodical approach with close attention to detail and adherence to company standards and procedures
18. A flexible approach within the role. Able to adapt to individual and operational change in a diverse and fast-paced organisation
19. High level of integrity and trust
20. Self-motivated and conscientious
21. Takes ownership with a positive attitude and a drive to be proactive
22. Resilience. Able to stay calm when under pressure and continue to make decisions and solve problems on the go.