Reporting to the Retail Support Manager, the main duties of the role include:

• Leading, managing and motivating team members to control the day-to-day operation and activities for the designated account, ensuring that internal goals and performance indicators are always reached.
• Holding weekly toolbox talk meetings to ensure team members are aware of updates to contracts, software, contact details, deliveries etc., to enable them to provide a first class, right first-time response to customers.
• Answering telephone enquiries and requests from internal and external contacts in a professional and polite manner.
• Professionally and effectively dealing with emails and escalated calls from customers, liaising with suppliers, carriers and customers to ensure a timely resolution and ensure good customer relations are always maintained. Accurately updating systems accordingly.
• Dealing with and resolving invoice queries, feeding back to the team and providing necessary coaching and training to reduce the number of queries that are raised.
• Adapting and working effectively across the teams to provide support and assistance as required.
• Communicating effectively with your team. Identifying training needs and making suitable arrangements to ensure raining is provided.
• Providing regular coaching and constructive feedback sessions for the team, listening to their feedback and suggestions for improvement, and dealing with issues that may arise.
• Monitoring individual and team performance – celebrating successes and putting action plans in place for continuous improvement.
• Identifying and developing clear team goals, delegating tasks and setting deadlines as required.
• Preparing and effectively contributing to meetings with the management team and ensuring all management information required in relation to the contract performance is provided accurately and on time.
• Undertaking all necessary training to become fully competent in the role.
• Complying with all health and safety requirements