FSW Ltd is one of the UK’s leading refrigeration and air conditioning wholesalers. We have 27 sites throughout the UK and Ireland and are continuing to grow. We are looking to develop our internal team and have a vacancy for a Just One Call Administration Team, Team Leader who will have responsibility for individual contracts and account groups and will be the initial escalation point for our customers. The successful candidate will be required to have a good level of education to include GCSE or equivalent in English and Maths. Being the face of the company, the successful candidate will need to ensure they and their team always provide a first-class customer experience. Proven experience of working within a customer focused or call centre environment and experience of working to tight deadlines, are key requirements. Always promoting a professional image and work ethic whilst working as part of the team leader group, the successful candidate will need to be self-motivated, proactive, willing to learn and to share learning opportunities – to be a role model for the team. Working effectively within the team you will be required to develop and maintain strong working relationships with all members of Just One Call, the wider FSW Group and customers. You will need excellent communication and time management skills. In addition to working in our friendly, hardworking, and established team, we offer: Attractive competitive salary Up to 33 days holiday including Bank Holidays (with service) Employee Rewards with the ability to gain ‘quirky perks’ e.g., late starts, early finish, long lunch, coffee and /or lunch on us. Employee Assistance Programme – includes fitness classes, podcasts, advice toolkits and confidential counselling service. Retail Discount Scheme across many major high street stores, hospitality venues, holidays, and days out etc. Cycle to Work Scheme Career opportunities are available throughout the business – across our 27 branches within the UK and Ireland. Training and Development investment for employees to enjoy including on the job training, apprenticeships, and self-development courses Auto Enrolment Pension Scheme Life Assurance Reporting to the Retail Support Manager, the main duties of the role include: Leading, managing and motivating team members to control the day-to-day operation and activities for the designated account, ensuring that internal goals and performance indicators are always reached. Holding weekly toolbox talk meetings to ensure team members are aware of updates to contracts, software, contact details, deliveries etc., to enable them to provide a first class, right first-time response to customers. Answering telephone enquiries and requests from internal and external contacts in a professional and polite manner. Professionally and effectively dealing with emails and escalated calls from customers, liaising with suppliers, carriers and customers to ensure a timely resolution and ensure good customer relations are always maintained. Accurately updating systems accordingly. Dealing with and resolving invoice queries, feeding back to the team and providing necessary coaching and training to reduce the number of queries that are raised. Adapting and working effectively across the teams to provide support and assistance as required. Communicating effectively with your team. Identifying training needs and making suitable arrangements to ensure raining is provided. Providing regular coaching and constructive feedback sessions for the team, listening to their feedback and suggestions for improvement, and dealing with issues that may arise. Monitoring individual and team performance – celebrating successes and putting action plans in place for continuous improvement. Identifying and developing clear team goals, delegating tasks and setting deadlines as required. Preparing and effectively contributing to meetings with the management team and ensuring all management information required in relation to the contract performance is provided accurately and on time. Undertaking all necessary training to become fully competent in the role. Complying with all health and safety requirements. We are an equal opportunities employer.