Account Support Team Leader

Nuneaton, Warwickshire
£18000/annum TL Benifits
18 Oct 2016
17 Nov 2016
Contract Type
A&A Recruitment are looking for an individual to join a fast growing team. You will be responsible for delighting Customers through the proactive and timely receipt, action and satisfactory conclusion of specific Customer account requirements, fully in line with the company. Delivering Great Customer service – Every time.

Main Responsibilities:

• Instil the standards of Delivered Exactly across the team working practices, ensuring that corrective actions are in line with company requirements
• Ensure the account support team is adequately resourced to receive and handle all inbound internal and external Customer queries as per the productivity model, ensuring reliable account support and Customer service
• Act as initial stage of escalation for escalated issues, for both Customers and colleagues
• Action all Customer queries in line with the required processes and SLAs
• Work as part of a team to ensure Great Customer service delivery – every time.
• Collate all operational and Customer reports from various shifts and other operational administrative duties
• Engage proactively with Service Centres to ensure Customer requirements are received and actioned appropriately
• Identify knowledge and skills development requirements of team members, and ensuring these areas are improved
• Support in the development and application of a quality driven process review approach to Customer issues
• Engage proactively with account management team to ensure visibility into Customer hot spots are identified and actioned through to resolution
• Recognise and deal with Customer queries, requests and problems in line with the Customer account requirements
• Ensure that account managers communication/ escalations are in place and actioned
• Monitor and control the team work tasks in line with department and Customer requirements
• Identification and action of escalation issues
• Undertake any other Customer account support duties as required
• Facilitate Customer and colleague visits to the team environment, attending Customer and cross functional meetings where required
• Provide timely and effective support and follow up relating to service and quality issues experienced by Customers
• Provide support for team colleagues
• Plan, allocate and monitor the team work tasks
• Maintain Customer Service through effective handover
• Strive to improve the Customer Relationship

Skills and Abilities:

• Good understanding and knowledge surrounding the Customer experience.
• Commercial and organisational awareness
• The ability to escalate and recommend improvements.
• Experience of working in a Customer centric environment.
• Excellent communications skills both written and oral, GCSE pass in English and Maths as a minimum
• Experience of delivering against targets and KPI’s.
• Accuracy and speed on data entry
• Knowledge of Microsoft programmes.
• Ability to communicate at all levels and work across functions
• Acute attention to detail
• Ability to develop working relationships across business units
• Effective decision maker- able to recognise the needs of the Customer balanced against business capabilities
• Ability to apply questioning techniques when delivery Customer Service

Personal Specification:

• Passionate about delivery Great service to our Customers every time.
• An excellent telephone manner with a confident approach to talking to Customers and colleagues
• A general passion to please and seek resolutions with the ability to influence and manage both internal and external expectations in a polite and professional manner.
• Ability to remain focused in a pressurised environment
• Naturally resilient.
• Confident with ability to work independently yet a focused team player

This position is on a temp - perm basis.

If you are interested in role above please forward your CV to me and I will be in contact if you are successful