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Location

Lee, Hampshire | United Kingdom

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Job description

Customer Service & Admin Team Leader page is loaded

Customer Service & Admin Team Leader

Apply locations Keighley time type Full time posted on Posted 4 Days Ago job requisition id R0635073

Customer Service & Admin Team Leader   

We have an exciting job opportunity for a Customer Service & Admin Team Leader to manage the small Compliance Admin team covering national accounts.

Purpose: 

The Customer Service & Admin Team Leader manages, evaluates, develops, and leads the team 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 

General Team Leader responsibilities:

• 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.

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.
• 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 Administrator’s

• Ensures hiring of competent resources.
• Ensures new 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’ queries are promptly replied to and followed up. 

Skills & Experiences:

• Experience in managing a small team is essential.
• Ability to find solutions for customers and operational issues. 
• Sound communication and listening skills. 
• Enjoys collaborating with customers and stakeholders and building relationships. 
• 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. 

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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Did you know KONE moves over one billion people every day? In 2022, we had annual net sales of EUR 10.9 billion. We employ over 63,000 driven professionals in more than 60 countries worldwide joined together by a shared vision. As a global leader in the elevator and escalator industry, it is our mission to improve the flow of urban life.

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