Customer Service Lead
1 month ago
**Customer Service Lead**
**Job Family - Customer Service**
This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams
**Job Summary**
**Duties and responsibilities**
- Provides advanced product and service information to customers and responds to complex customer questions about those products and services
- Records and processes complex quotes and custom or special orders that may require additional resources for delivery, co-ordinating with operational teams as required
- Responds to and resolves more advanced issue escalations promptly and appropriately; provides managerial approvals as required
- Develops and implements a customer contact plan to communicate product launches and engages identified potential customers in relevant campaigns to build relationships
- Acts as first point of contact for customer queries and complaints and resolves these, referring complex issues to others as needed, whilst retaining oversight of each case and ensuring that the customer receives an appropriate response
- Sets clear objectives for each customer contact; uses standard materials to make presentation to the customer; and asks relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
- Contributes to an inclusive environment where our people feel valued, appreciated, and free to be who they are at work
- Helps drive customer renewals through exceptional service, supporting the sales teams as required
- Monitors team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a Customer Service Manager as appropriate
- Identifies instances within the team of non-compliance with Survitec policies, procedures and/or relevant regulatory codes and codes of conduct, reporting and addressing these and escalating issues as appropriate
- Assigns short-term work schedules to a team of subordinates to achieve business expectations, ensuring the team meet deadlines and KPIs
- Maintains an understanding of Survitec products and services, relevant technology, external regulation, and industry best practices through ongoing education, attending training and reading specialist media
- Monitors the performance of the team; allocates work and reviews completion; takes appropriate corrective action to ensure timeliness and quality of delivery; contributes to formal individual performance management and appraisal
- Creates an environment where everyone in the team can live the Survitec Values
- Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work
- Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment
- Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices
- Other duties assigned by your manager from time to time
**Skills**
- Builds strong customer relationships and delivers customer-centric solutions
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Gains the confidence and trust of others through honesty, integrity, and authenticity
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Rebounds from setbacks and adversity when facing difficult situations.
- Relates openly and comfortably with diverse groups of people
- Consistently achieves results, even under tough circumstances
- Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Builds partnerships and works collaboratively with others to meet shared objectives
- Provides direction to team members, delegating, and removing obstacles to get work done
- Holds self and others to account for meeting commitments
- Handles conflict situations effectively, with a minimum of noise
- Secures and deploys resources effectively and efficiently
- Works collaboratively with others to meet shared objectives
- Adapts approach and demeanour in real-time, to meet shifting demands of different situations
- Makes good and timely decisions that keep the organisation moving forward
**Values**
**Drives safety culture
- Is a reliable source of reference on relevant safety standards and where these standards are at risk
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