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
* Coordinating and implementing service contracts, liaising with service sales to ensure smooth transition
* Daily communication with CRCs on tasks and dashboard management
* Drafting and Implementing training plans and performance reviews for CRCs with the Head of CSQ to improve processes
* Approving absence and holiday entitlement
* Daily communication with customers at the NHS and private hospitals including but not limited to Facilities Management companies
* Preparation of client documentation, generating quotations (including remedial), order processing, compiling reports, responding to customer calls and arranging shipments
* 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
* Visiting key customers to evaluate the service provided by the CSQ team and reporting to the Head of CSQ
* Responsible for ensuring 3rd party RAMS are completed
* Ad hoc administrational tasks including raising requisitions and PO’s
* Promote cross functional working and demonstrate a one team approach to promote a positive culture within the workplace
* Assisting in the recruitment and on-boarding of new members of the team
Experience / Qualifications
* Experience working in a customer service role
* A leadership or management qualification would be an advantage or planned NVQ/ILM in Management at level 3 minimum.
* Ability to develop system processes and improve existing Standard Operating Procedures (BSOPs)
* Experience of working in a busy sales department
* Experience of CRM systems required, and Salesforce experience would be advantageous.
* Customer service experience preferably gained in a business-to-business organisation
* Basic sales experience would be preferable
In addition to a competitive salary the company offers the following benefits:
* Pension auto-enrolment after 3 months, with 6% employer contributions and opportunity to make your pension contributions via salary sacrifice
* BUPA private medical insurance after 6 months
* Employee rewards scheme
* Death-in-service benefit
* Employee Assistance Programme
* 25 days holiday plus Bank Holidays
* Cycle to Work schemes
* Company Events
* Bonus Scheme