Customer Service Team Leader

Overall Purpose of the Role;

To manage the Customer Engagement team in your area. Your role is to establish and maintain the performance of your team, delivering the annual KPIs, objectives and targets always through excellent customer service & engagement. The aim is to drive customer engagement whether the customer uses the phone for order placement or not – think how else can we support & engage the customer.

What is it like to do this role;

Varied! Working with the Customer Engagement Controller and colleagues to provide the right tools to do the job, coaching and training individuals and the team to upskill and support their development in order to perform and achieve KPIs, objectives and targets. Providing support to customers when things don’t go to plan, liaising with the Channel Sales teams, Operations (Transport & Warehouse) & Accounts Receivable to ensure that customer care and engagement is a priority for any issue resolution. Always expect the unexpected!

Key Relationships;

Customer Engagement Team, Channel teams (field & accounts), Operations (Warehouse & Transport), IT, Accounts Receivable (AR), QC, Sales Data Admin, Marketing Leads.

Main Duties & Responsibilities include;

Provide full induction & on-going coaching & training to all team members 

Conduct 6 monthly & annual appraisal reviews on performance & behaviours

Complete fortnightly / monthly (as agreed with line manager) 121s on performance aligned with quarterly KPIs, objectives & targets 

Have a development plan in place and live for each team member Issue weekly reports as league tables on individual performance, working with the CE Exec on reporting 

Ensure focus on targets and where appropriate deliver specific focus & RARA days or weeks to support engagement and competition

Incorporate regular call listening and coaching sessions into the working day 

Utilise resource available in most productive & efficient way to deliver the required business objectives

Manage rota to ensure that peak times & days are sufficiently covered 

Manage rota for Bank Holidays & subsequent TOIL to reduce impact across peak times & days

Manage annual leave to ensure sufficient resource at peak times & days 

Conduct investigations & disciplinaries where appropriate & with support from HR

Work to reduce absence through sickness, conduct all RTW meetings and escalate for investigation / disciplinary as per policy / bradford factor 

Work with the team to create a happy, safe, busy & productive environment where individuals feel recognised and rewarded for their performance

Minimise vacancy time, always be recruiting 

Work with CE Executive to create productive call plans

Call plans to be reviewed quarterly, sign off required for customers to be removed, new customers to be added as they join DDF 

Drive team engagement in call plans and the different customers within their call plans – how can we ensure the customer is having the best experience with DDF through proactive management & support of their business

Assign call plans as agreed with Customer Engagement Controller 

Assign tactical and additional work as agreed with Customer Engagement during quiet times or as briefed

Call plans to be fully completed on a daily basis  Ensure all team members are compliant with business processes

Handle customer escalations to resolve queries and complaints, escalate to Customer Engagement Controller or Channel Sales teams if further or more senior support required 

Work with Ecommerce & CE Executives on developing team knowledge, skills & understanding of web shop – aim is to maximise customers self serving through webshop to allow phone based staff to develop customer engagement and deliver great service

Work with colleagues across all departments, supported by line manager to drive continuous improvement; reduction in returns, Customer engagement/driver/customer/Channel sales communications, DTFs, Lost Sales etc. 

Candidate Profile; 

Organised & Planned

Ability to hit the ground running 

Good communication skills

Completer finisher  Determined & tenacious

Experience of Microsoft Dynamics (incl. CE) 

Minimum Intermediate level of excel

Competent presentation skills