What you'll do:
Responsible for managing, coaching, and mentoring Customer Support, After Sales and Reception team members to achieve their individual and team goals.
Key responsibilities:
• Managing day to day function of the Customer Support, After Sales and Reception Team, ensuring KPI's & SLA are adhered to by monitoring
• Ensuring team attendance to tier 2 meetings at least twice a week for each production value stream.
• Maintaining relevant areas of the Customer Service Training Matrix, identify knowledge gaps and organization of training plans to fulfil future business needs.
• Author and sign off Customer Service procedures and training documents.
• Monthly team 1:1's proving performance feedback, development plans, goal setting and required coaching.
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• Ensuring quality and accuracy are maintained by auditing orders, amendments, and emails, feeding back and action any training and development requirements.
• Hold weekly development meetings with members of the team who benefit from additional training and focus on concerns found either in internal auditing that all team members can benefit from.
• Annual Performance grading of the team and calibrating with other managers of people.
• Overseeing Key Account Management and Review
• Attend weekly 8D meetings, to identify route cause of customer concerns, implement corrective and preventive actions.
• Maintaining Customer Service Dashboard and SAP with other Team Leads to ensure information is kept current and accurate.
• Leading Factory Acceptance Tests, providing bespoke documentation or complying to customers documentation to ensure all requirements within test can be met, ensure all product is completed in good time for inspection, hosting the third-party inspectors and ensuring al documentation revisions are current. Arranging production support staff for electrical testing, gain sign off from inspectors and release notes from customer to enable goods to be sent for packing and shipment.
• Work closely with other departments, including Sales, Operations and Quality, to keep the team up to date with Plant issues that need to be feedback to customers.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the customer support process.
• Ensure that all team members adhere to company policies, procedures, and ethical standards.
• Contribute to the QTC and OTTR processes
Qualifications:
Qualifications:
• Minimum of 3 years' experience in Customer Support or a related field.
Skills:
• Strong leadership and team management skills.
• Excellent written and verbal communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to manage multiple projects simultaneously.
• Strong organizational and time-management skills.
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