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Customer Services Team Lead

Job Title: Customer Services Team Lead
Contract Type: Permanent
Location: Galway
Industry:
REF: 99518
Job Published: 4 days ago

Job Description

Contact: Vanessa Lynch
Email: recruit@hero.ie
Telephone: 0860462367

Customer Services Team Lead
Our client, a medical device company in Galway are currently looking to recruit a Customer Service Team Leader for their site in Galway.
 
 
Summary:
To build, manage and motivate a team of Customer Services Specialists with particular responsibility for ensuring customer orders and calls are handled within the agreed service levels. Develop a team based culture with particular focus on continuous improvement opportunities that will drive a better customer experience. The team leader will be expected to manage the team along with carrying out the duties of a Customer Service Specialist as required.
 
 
Responsibilities as Customer Services Team Lead:
  • Responsible for the Performance management of the team, ensuring that the performance management process is maintained and that team members receive relevant and timely feedback on an ongoing basis
  • Organising the workload for the team and ensuring that the right resources are available and trained to the highest standard
  • Reviewing continuously opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve our customers experience
  • Responsible for the Induction and training of all team members ensuring that the highest levels of training are delivered and measured.
  • Measure, monitor and report on established Customer service KPI's ensuring that they are met on an ongoing basis.
  • Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer's experience.
  • Ensure training policy, procedures and activities support successful ISO audit.
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards.
 
Education & Experience Required:
  • Minimum 3 years' experience managing customer service teams
  • Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity
  • Experience in call monitoring system and strong knowledge of telephony KPI's
  • Proven track record in delivering KPI's in a changing environment
  • SAP ERP experience essential
  • CRM experience desirable
  • Performance Management experience
  • Experience delivering change initiatives and facilitating change in a customer focused organisation
  • Solid understanding of and experience  in sales distribution and logistics
  • Knowledge of IT capability available to a Service environment
  • Lean six sigma/project management trained desirable
  • Experience in establishing a “Best in Class” Shared Service Centre for Customer Service with a focus on continuous improvement and KPI's desirable
  • Excellent Project management and report writing skills essential
  • Leaving Certificate and third level relevant business qualification, or associated discipline
  • Advanced Excel , PowerPoint skills

For further information on this Customer Services Team Lead role in Galway please contact Vanessa Lynch on 086 0462367 / recruit@hero.ie


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