• UK & IE Customer Service Team Leader

    Location UK-Aylesbury
    Posted Date 2 weeks ago(5/9/2018 10:59 AM)
    Job ID
    7909
    # Positions
    1
    Category
    Customer Service
  • Posting Summary

    Purpose of Job:

    • To lead and motivate a Customer Service team to deliver world class Customer Service

     

    Principle Accountabilities & Key Tasks:

    • To proactively manage teams on a day-to-day basis to ensure consistent delivery of order and query management.
    • Take ownership of Customer issues and follow problems through to resolution. Including providing first line support to teams with query escalation / complaints.
    • Motivate the team, encouraging their participation and contribution to the wider activities of the department and company
    • To work alongside key stakeholders, to identify opportunities for development and growth making it easier for our customer to do with with us. Including proactively reviewing and make improvement to streamline and enhance working practices and procedures.
    • Visit key customers to build and strengthen relationships
    • Provide support to team during period of absence or increased workload eg Month end.
    • Deliver 121s and appraisals through the Performance Management framework
    • Ensure the continuous development of individuals skills and knowledge within the teams
    • Recruit, mentor and develop Customer Service team members, ensuring they are trained and equipped to achieve required levels of
    • To hold regular team meetings
    • To work closely with Customer Service & Operations Director to provide accurate management information, KPls and metrics to share function
    • To lead or provide support for Customer Service projects as required
    • Ensure compliance to Sarbanes Oxley through all transactions and procedures
    • To maximise potential and improve capability of our people through the use of performance management process and the encouragement of proactive personal development
    • Any additional tasks as requested by line management

    Posting Qualifications

    Knowledge & Experience:

    • Proven experience in leading and developing people
    • Proven experience of relationship building
    • Strong analytical and problem solving skills
    • Excellent stakeholder management skills
    • Process mapping and re-engineering

     

     

    Skills:

    • Strong leadership skills
    • Hands on attitude
    • Ability to understand working with metrics
    • Ability to successfully interact with customers, staff and internal partners to achieve goals.
    • Strong, collaborative work ethic

     

    Working Arrangements

     

    • Full Time Position - Monday to Friday

    Company Overview

    ACCO Brands Corporation is one of the world's largest suppliers of branded office products. We market products in more than 100 countries through our own sales force and distribution networks. We're proud of our long history of industry leadership and innovation, and we're focused on delivering exceptional value for our shareholders and customers by providing unique, leading-edge, branded office products.

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