Customer Care Planning Team Leader

Team Leader (Customer Care / Works Scheduling)

Location - Abingdon

Salary - 30000 / 40000 (Experience dependent)

Leader to a team of labour controllers who are responsible for arranging planning and coordinating field engineering activities (Preventative Maintenance and Remedial Works) in line with the business processes and customer Service Level Agreements.

The position of Team Leader is key to the business Service Operations for both customer excellence and business profitability holding financial accountability for the productivity and output of the engineering team allocated to the Labour Controller and will be measured on an on-going basis by means of achieving daily booking targets and other set KPIs by the business.

You will be accountable for ensuring your team correctly carries out the planning and scheduling of works for a team of field engineers undertaking all related activities required to ensure works are completed in line with business expectations.

The successful candidate must be able to operate in a fast-paced environment work to strict timelines and adapt to meet the needs of the customer and the team which often varies dependant on the contract. Experience also required with managing a team including driving performance and development.

Key Responsibilities:

• Responsible for delivering key KPIs
• Manage team performance through regular one-to-one meetings.
• Responsible for identifying and implementing continuous improvement
• Meets business goals through management of established SLA Quality targets and volume produced and other required metrics for the program they support.
• Generates and shares competency and detailed reports about team performance objectives and deadlines
• Provides quality customer service including interacting with external/internal customers by answering custom enquiries and effectively handling customer complaints
• Ensure availability of cross-coverage within team.
• Regular review of team capacity at least monthly. Assess opportunities to expand and provide feedback to Manager.
• Provide Monthly reporting on business goals team challenge and focus areas.
• Assist management with hiring processes and new member training. Discover training needs and provide coaching.
• Answers team members questions helps with processing issues and overseas team member work for quality guideline compliance.
• Conducts regular team meetings to update team members on best practices and continuing expectations.
• Maintain healthy group dynamics.

Essential:

• Experience in managing and leading people
• Experience delivering continuous improvement in a fast-paced environment
• Be able to analyse and produce reports on work order activity and customer service
• Good communication skills
• Excellent organisation skills
• High Level Customer Service skills both written and verbal
• Network with colleagues across other areas of the business to get information advice and business insight

Benefits:

• 23 Days holiday plus 8 statutory bank holidays
• 5% employee and 4% employer pension contribution
• Life insurance of 3x times annual (base) salary
• Free onsite parking
• Team bonus incentive

Working hours are may vary 8.30am 5pm Monday - Friday however position calls on flexibility for operational reasons

Equal Opportunities in Practice

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age disability sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.

Security Vetting

It is an industry requirement that successful candidates / future employees undergo security vetting. Offers of employment are subject to satisfactory vetting and may be withdrawn if the required standards are not met.

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