Customer Support Team Leader
Customer Support Team Leader, Alcon, UK Job Summary: Would you like to work for Alcon Inc., the world’s leading eye care company dedicated to the provision of not only the highest quality eye care products but to also making significant contributions towards the fight to prevent and eliminate blindness? We foster the professional growth of our associates by providing ongoing opportunities that can build upon their knowledge and skills to help further their careers. Job purpose: The Customer Service Team Leader role is responsible for building, developing and retaining an exceptional customer care team through a programme of careful selection, comprehensive training, development initiatives and inspirational management. The Customer Service Team Leader will be responsible for customer care representatives delivering industry leading professional customer service to hospitals, wholesalers, opticians and other eye care practitioners who have an influence on the purchase of Alcon products. They will work with other team leaders to provide leadership, motivation and direction across all Business Units (Parma, Surgical Vision Care and Retina) to ensure a holistic order to cash service. Key Responsibilities: • Ensure the customer care team engages with and delivers against the Alcon mission to provide innovative services that enhance quality of life by helping people to see better • Provide an Industry leading Customer Care Experience, delivered through your team to all customers, consumers and various other stakeholders – as measured by the various performance metrics such as "Voice of the Customer Surveys", "Number of complaints" and "Sales history" • Supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the Customer Support operation • Provide high levels of communication to ensure associates are informed and involved in companywide initiatives and through change management programmes • Ensure cross functional team work to encourage the identification of customer issues in order to resolve them to the complete satisfaction of the customer at the point of contact. Where Alcon have over promised and under delivered, then individuals should be rewarded for owning the issue through to resolution and offer gestures of good will with apologies where appropriate • Monitor the changing needs of the service, liaising with internal and external customers to identify areas of improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of customers • Ensure the team follows established procedures for each service request, including logging, processing and progressing chasing enquiries, adhering to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality standards, including Standard Operating Procedures (SOPs) About Alcon: Alcon is the world leader in eye care and the second-largest division of Novartis. As the global leader in eye care, Alcon develops and manufactures innovative medicines and devices to serve the full life cycle of eye care needs. We offer the broadest spectrum of surgical, pharmaceutical and vision care products to treat many eye diseases and conditions. While meeting patients’ needs in every aspect of Eyecare, the diversity of the franchise model across Alcon gives associates the opportunity to experience a commercial environment spanning medical devices, primary and secondary care and OTC. Alcon has one mission: to provide innovative products that enhance quality of life by helping people see better. Benefits of Working for Alcon: • Competitive Salary • Annual Bonus • Pension Scheme • Share Scheme • Paid Holidays • Comprehensive Medical Insurance • Subsidised Canteen • Employee Recognition Scheme • Sports & Social Club ‘I came for the job, I stay for the culture’ #LI-ALC Minimum requirements The ideal candidate will have: • College Level qualification or equivalent or detailed contact centre knowledge and experience gained in a service orientated environment • Knowledge and experience of ERP systems such are JD Edwards or SAP with high volume/value order level - desired • Proven supervisory experience within a customer service environment or the ability to demonstrate the skills required for the effective recruitment, selection, and supervision of a team • Experience of call centre telephone switch management • Experience of CMS tools like Seibel or Lotus Notes • Any other European language would be an asset We focus on creating an inclusive organisation and welcome people who have different knowledge, perspectives, experience and working styles from across the global population.