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Rotherham - x1 Client Services Team Leader

Employer
Great Bear
Location
Rotherham, UK
Salary
Competitive
Closing date
16 Dec 2020

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Sector
Accountancy
Contract Type
Permanent
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Job Details

Job Title Client Services Team Leader

Location Rotherham

JOB PURPOSE/PROFILE

To support the Operations Manager, developing and supervising a Team to ensure an outstanding service offering in a fast paced working environment and providing a continuous professional and dedicated facility for all Operations / Client needs.

KEY ACCOUNTABILITIES

• Day to day supervision of allocated members of the CS team to ensure that they undertake their duties in line with departmental processes and procedures

• Ensure your team is adequately trained in the execution of their daily duties, monitor performance and provide coaching / counselling / development when required

• Undertake annual PDP with team members to set objectives for the coming year

• Develop individuals within the Team, ensuring everyone has the opportunity to reach their full potential.

• Maintain personnel systems and records, e.g. training, timekeeping and PDP

• Ensure adequate cover exists across all shifts

• Deal with and resolve personnel issues and raise with Senior Management / HR when appropriate

• Act as the liaison between business management and the client / customer, providing a flexible support service to deal with issues as they arise

• Implement new business from start to finish, ensuring that everything is in place to support the client / customer, e.g. systems setup, clients understanding of processes and the provision of a joined-up service

• Support management and client ad-hoc projects

• Ensure Client OTIF log is maintained

• Run weekly / monthly KPI data reports for the Operations Manager

• Ensure Monthly / Quarterly Clients Packs are prepared in line with agreed deadlines.

Additional Responsibilities (If applicable)

• Support with any other duties as required by the Management Team

Supervision: Responsible for the motivation, supervision and development of a small Team of 2 or 3 people.

KNOWLEDGE, SKILLS & EXPERIENCE

Behavioural Skills

• Lead a team in the most effective way, recognising where team strengths lie, how to properly use the skillsets of each team member and identifying where improvement is needed

• Effective communicator who continuously demonstrates excellent customer service skills.

• Able to manage conflict, seeing issues through to resolution whilst developing and maintaining successful relationships

• Able to balance time constraints and prioritise a challenging workload while managing other employees and projects

• Able to identify and solve problems in a structured manner Technical Skills

• PC literate (MS Office)

• Good working knowledge of both Empirica & SAP WMS's

Experience

• Previous experience of supervising a team to deliver excellent customer/client support services
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