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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