Website Menzies Distribution Ltd
Menzies Distribution are looking for a Customer Team Leader based in Wakefield. This role is based on a 45 hours working pattern, Monday – Friday. Responsible for the day to day management of a team of customer service coordinators dealing with enquiries to agreed performance standards Relevant COVID-19 precautions will be taken during the recruitment process for this role Duties: Responsible for the management, organisation and co-ordination of the day to daywork of a team of customer service coordinators to deliver the highest standards of services to customers.Ensure the customer service team is adequately resourced by liaising with relevant staff and planning resources effectively.Ensure that customer enquiries are dealt with in accordance with the performance and service standards. Personally deal with more complex enquiries.Maintain effective relationships with service colleagues, key stakeholders to ensure the effective delivery of customer services.Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery.Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date with customer services best practice to improve customer satisfaction and reduce costs.Maintain and develop a thorough and up-to-date working knowledge of Menzies services including procedures, guidance and legislation to deal with customer enquiriesImplement any changes to procedures, business processes, technology and legislation.Continually assess the effectiveness of the team, especially in terms of quality of service, for example abandoned calls, and make any necessary adjustments.Monitor and co-ordinate financial and other management information relating to the work of the teams.Critically analyse information, monitor performance and make recommendations for continuous improvement to meet targets.Prepare and present reports and management information relating to performance, budgets and any other aspect of the team’s work.Ensure that customer service coordinators achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action.Monitor, track and analyse complaints making recommendations on trends and improvements that will reduce volume and pattern of complaints and improve quality of service.Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues.Use information collected from all customer interactions to inform future strategies and plans. Requirements: Good communication skills are essential with the ability to express empathy with customersExcellent written and verbal skills are essential.Experience resolving disputes in a fair and calm manner and be able to identify issues, which could potentially become problematic and avoid situations arising.Report writing on Customer Service activity and proposed recommendations on how improvements could be made for the benefit of the company and its customers.Familiar with Microsoft Word, Excel and Powerpoint. Additional Benefits: Uniform & PPE providedHealthcare Cashplan for all employees and dependants, including dental, optical, physiotherapy, health screening, 24/7 counselling and moreEmployee perks: discount on trips, hotels, gyms, days out, restaurants, supermarkets and moreDiscount on mobile phone contracts with EE;Training opportunities and development plans A bit about us: At Menzies Distribution, we have been delivering across the UK since 1833. Today, we are Logistic UK’s most innovative business of the year, with a strong focus on the future, sustainability, and innovation – we keep moving forwards.