Specific Purpose (Maternity Leave) Customer Service Team Lead UK

at  Teleflex

POSITION SUMMARY

To provide daily supervision, training and development of Customer Services Representatives to ensure that an efficient quality of service is provided. Support and encourage best practice approach to internal and external customers.

EDUCATION / EXPERIENCE REQUIREMENTS

• Business or other relevant 3rd level qualification desirable.
• 3+ years’ experience in Customer Service (preferably within a multinational environment).
• SAP SD user level experience desirable.
• Good knowledge of MS Office (Excel, Word, Outlook, etc.)
• Excellent written and spoken English.
• High customer and team orientation as well as strong communication skills.
• Ability to work effectively within a multi-cultural team and towards strict deadlines.
• Accuracy and attention to detail are paramount.
• Ability to work on own initiative and as a team player.
• A self-starter / “Can do” approach and positive attitude.
• Approachable, enthusiastic with good judgment and problem-solving ability.

SPECIALIZED SKILLS / OTHER REQUIREMENTS

• Approachable and enthusiastic.
• Flexible and adaptable.
• Excellent people skills
• Good judgment and problem-solving ability

• Set individual goals and objectives, conduct and monitor PMP’s and WPRS sessions on a regular basis.
• Develop, train, coach and mentor team members to bring them to a high standard of knowledge and quality in order to improve team and individual skills.
• Review performance monthly with team members and mutually create developmental plans to improve performance.
• Work to develop and implement new hire training and to develop and implement ongoing training for existing staff.
• Implement and execute Human Resources procedures and policies.
• Participate in the selection and recruitment of Customer Service staff.
• Create and support an effective working environment through proper training, coaching and an explanation of the work required.
• Lead and motivate others to attain team and operations goals.
• Effectively communicate business up-dates as well as updates in processes & procedures to the team.
• Provide day-to-day supervision and direction of the team and its resources in order to ensure accurate and timely completion of work. Supervise and monitor the workflow for team members ensuring fair allocation of work.
• Implement and measure key performance indicators that are critical to customer satisfaction.
• Monitor service level agreements & produce statistical analyses of team activities. Report to management on same.
• Ensure all product complaints are dealt with appropriately and escalated where required
• Proactively identify opportunities for continual process improvement. Proactively implement minor improvements and work with management on implementing major proposals / improvements.
• Ensure external and internal audit compliance.