Customer Support Team Leader (Office Based)

Recruiter
The Millboard Company Ltd
Location
Bermuda Park
Posted
10 Mar 2018
Closes
22 Apr 2018
Contract Type
Full Time

The Millboard Company Ltd is the leading manufacturer of premium wood-free outdoor flooring. The company employs over 100 people based in Warwickshire and proudly designs and manufactures in Great Britain. Recognised as the leading brand for wood-free alternatives in the UK, Millboard is a unique, wood-free alternative to composite and timber decking manufactured from a unique polyurethane resin blend. In 2015 The Millboard Company Ltd was awarded the accolade of one of the best 1000 Companies to Inspire Britain by the London Stock Exchange. In addition to this, we have just been placed in the Top 50 fastest growing companies in Coventry & Warwickshire according to the BDO’s Growth Barometer.

We now have an exceptional opportunity for an experienced Customer Services Leader to join our growing team, with responsibility for ensuring the Customer Support team provide a first class service to our customer base. This will be achieved through effective coaching, mentoring, development and quality management to achieve and exceed expectations and desired outcomes.

Responsibilities

Leadership Responsibilities

  • Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations
  • Manage, lead and develop a team to ensure that they satisfy the requirements of their role
  • Lead the team to achieve customer and client satisfaction by ensuring first time resolution to all customer enquiries raised
  • Ensure that staffing and resource is managed in the most effective way, adjusting to changes in service delivery and customer demand
  • To identify opportunities for continual improvement to Service Delivery, initiating changes to the benefit of the customer, liaising with internal teams to gain buy in across all departments and service delivery areas
  • To ensure that the team are fully equipped to complete their tasks through regular training, coaching and development activities
  • To monitor the daily performance of the team, providing timely feedback and implementing performance improvement where necessary
  • Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.

Customer Support Responsibilities

  • To process all incoming calls, servicing the customer needs directing them towards the department objectives
  • To respond to customers emails promptly
  • Always offer customers extra buying options appropriate to their requirements
  • Pro-actively make outbound calls following quotations and sample requests
  • Achieve targets set through KD referrals + Project referrals and sales
  • Setting appointments where relevant
  • Other duties as assigned

Person Specification

  • Previous team leadership/management experience within a Customer Services setting
  • Excellent telephone skills
  • Excellent listening skills
  • Ability to deal positively with constructive feedback
  • Highly articulate with a high standard of literacy
  • A passion for offering a first class service
  • Ability to work at a fast pace
  • Warm and friendly attitude
  • Resilience when dealing with difficult discussions
  • To be able to work within a team, in a high pressured environment

Working Hours

  • 7.30am to 5pm, Monday to Friday

Rewards & Benefits

  • 22 Days Leave + Public Holidays
  • Pension
  • Employee Assistance Programme
  • Eyecare Contributions

NO AGENCIES PLEASE

Note to applicants - Once we have received your completed application, this will be reviewed against set criteria for the role. Due to the volume of applications received, if you do not hear back after 2 weeks please assume on this occasion that unfortunately you have been unsuccessful.

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