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Did you know KONE moves two billion people every day? As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2023, we had annual net sales of EUR 11.0 billion.

We have an exciting job opportunity for a Customer Service Team Leader to be based at our Keighley office.

Working hours Monday-Friday 06.30 - 15:00.

Purpose:

The Customer Service Team Leader manages, evaluates, develops, and leads one of the front line’s Customer Service and Admin teams to ensure that the organization’s customer service and administration strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets

The Customer Service Team Leader executes customer centricity in their respective team, develops their team and ensures operational excellence.

Key responsibilities:

* Coordinates and directs the daily operations of the team.

* Supports and enforces call centre expectations departmental and corporates policies and procedures.

* Manages the day-to-day operations and tasks for a work group while performing tasks when necessary to ensure deadlines are met.

* People management e.g., setting targets, conducting PDP’s and IDP’s for team members.

* Facilitates information sharing and creates collaborative working environment.

* Drives competence development in the team.

* Drives behaviour to represent KONE as one team towards the customer.

* Monitors and leads the performance and KPI/SLA adherence of the team.

* Uses Customer Service data to bring forward ideas to improve customer experience.

* Keeps an eye on short- and long-term development.

* Resolves daily work issues and escalates more complex issues to their supervisor.

* Demonstrates role model behaviour.

Analyse, organize and optimize Teams operations:

* Ensures teams compliance with company policies.

* Ensures processes are followed according to defined global processes.

* Understands and be updated on teams’ systems.

* Ensures emergency/contingency/crisis* recovery plans are in place and to conduct periodic drills.

* Implements and ensures proper working of new tools/processes/system.

* Meets KPI targets (e.g., queries solved in 24hrs, backlogs managed etc.)

Manage Customer Service Admins and Agents

* Ensures hiring of competent resources.

* Ensures new agents and administrators are properly trained before processing customers’ calls.

* Ensures continuous upgrade skill level.

* Creates a friendly and desirable working environment to minimise turnover rate

Customer Management

* Ensures customers’ complaints of the call centre are promptly replied to and followed up.

Skills & Experiences:

-Team management experience in working within a busy contact centre environment is essential.

-Demonstrated competency to manage and maintain day to day operations specific to a functional team.

-Ability to find solutions for customers and operational issues.

-Sound communication and listening skills.

-Enjoys working with customers and stakeholders and building relationships.

-Complaint handling and resolving any queries.

-To be well-organised and pays attention to detail.

-Good written and spoken English.

-Good Word, Excel, and Outlook.

-Experience in SAP, CRM and Salesforce is desirable.

Benefits: Competitive Salary, 25 Days Holiday, Company Pension Scheme, Employee Assistance Programme, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, Bonus, Hybrid Working