Our client is a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. Famous for their fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.
What you will be doing Account Support Team Leader:
The Team Leader is responsible for leading, coaching, motivating and managing the Internal Account Support team to deliver exceptional customer service
Duties of Account Support Team Leader:
Manage the Team
* Oversee and manage the productivity and performance of Internal Account Supports ensuring goals and targets are met consistently.
* Conduct monthly one-to-one meetings with team to provide feedback, address concerns, and offer support for professional development.
* Set clear performance expectations and provide constructive feedback to improve employee performance.
* Analyse productivity metrics and identify areas for improvement, implementing action plans accordingly.
* Manage complaints procedure, ensuring customer driven issue resolution.
* Manage inbox, effectively delegating tasks to team. Follow up to ensure tasks are achieved within agreed timeframe.
* Management of entire lifecycle of customer interactions, able to analyse root cause and apply fix.
* Manage and respond to delivery issues and queries received via email within the agreed Service Level Agreement (SLA) managed by the CRM.
Lead the Team
* Work closely with the client relationship and warehouse operations teams to foster a culture of teamwork and a clear path for problem escalation.
* Foster a culture of engagement and motivation among team members, promoting a positive work environment.
* Provide coaching and mentorship to colleagues to enhance their skills and career growth.
* Analyse productivity metrics and identify areas for improvement, implementing action plans accordingly.
* Utilise ERP, CRM, and data management software to ensure accurate and timely order management.
Drive:
* Handle customer inquiries over the phone in a professional and efficient manner.
* Maintain a comprehensive understanding of various order processing procedures and channels through which orders come into the business.
* Collaborate with internal teams to prevent order misses and ensure accurate order processing
* Develop and maintain a comprehensive understanding of the customer base, key contacts, and the cruise ship order fulfilment process.
* Work closely with the Purchasing team to ensure timely receipt of goods required for orders and demonstrate a strong understanding of business processes and supply chain management for efficient workload coordination.
What’s in it for you as the Account Support Team Leader:
* Monthly profit share bonus scheme
* Holiday buy-back scheme
* Company sick pay
* Free onsite parking
* Perks at Work scheme
* Unlimited ‘tuck shop’ snacks, free lunch every Friday and company social and corporate events
* Complementary Birthday vouchers
* Subsidised workplace massage
* Eye vouchers
* Employee assistance programme (EAP)
If you are a team leader of a team of customer service or account managers please do not hesitate to contact The work shop to discuss the vacancy!
Team Leader, Account Support, Customer Service Manager, Team Lead Internal account Management, Manager, Leader
Salary description
£40000.00 - £45000.00 per year