Location
Walsall Wood
Business Area
Sunbelt Rentals
Advertising Salary
Competitive Salary
Hours Per Week
42.5
Vacancy Type
Permanent
Careers Site Advertising End Date
05 Jul 2022

About The Role

Are you the type of person who enjoys regularly interacting with customers, managing multiple accounts and driving team sales? Do you have the skills and experience to lead a team of high performing individuals? If so this could be the role for you. We’re looking for a Customer Service Centre Team Leader who will thrive in a telesales or account management environment to join our team. You will help us to deliver our customer promise - to delight every customer, every time. 

In the role of Customer Service Centre Team Leader you'll be responsible for delivering a world class service whilst using product knowledge and expertise to maximise upselling opportunities. Your days will be spent leading your team and communicating with customers on the telephone or via email in a professional and friendly manner. You’ll take ownership of the customer journey, build relationships with key accounts and successfully manage your portfolio of customers. You’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service. 

Working alongside the Customer Service Centre Manager, assisting in the management of the team whilst also managing a portfolio of accounts, you key responsibilities will be;

  • Supports Customer Service Centre Manager and performs management duties when manager is absent or out of office

  • Demonstrate the highest level of customer service and account management skills, whilst managing your portfolio of accounts and achieving the set KPIs

  • Assists management with hiring processes and new team member training

  • Create an inspiring team environment

  • Delegate tasks and set deadlines

  • Monitor team performance against KPIs and report on metrics

  • Motivate team members

  • Discover training and development needs and provide coaching

  • Listen to team members’ feedback and resolve any issues or conflicts

  • Develop strong relationships with key stake holders within the Sunbelt Rentals business

What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider.  We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

About You

If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations. 

To succeed in the Customer Service Centre Team Leader role you will bring the following skill-set and behaviours:  

  • Previous people management/supervisory experience is highly desirable

  • Previous experience in a customer service role, within a Customer Contact Centre or Service Centre environment.

  • Able to demonstrate Customer Service excellence both internally and externally 

  • Excellent interpersonal and influencing skills with the ability to effectively communicate across all levels and functions both within Sunbelt Rentals and customer organisation

  • Strong customer service ethic, reviews and actively seeks to resolve issues and improve service standards throughout the account

  • Effective planning and organising skills, methodical approach with close attention to detail and adherence to company standards and procedures

  • A flexible approach within the role. Able to adapt to individual and operational change in a diverse and fast-paced organisation

  • High level of integrity and trust

  • Self-motivated and conscientious

  • Takes ownership with a positive attitude and a drive to be proactive

  • Resilience.  Able to stay calm when under pressure and continue to make decisions and solve problems on the go.

About Us

Sunbelt Rentals is the leader in equipment rentals in the UK, Ireland, US and Canada - as well as specialist operations in Europe. We provide a range of solutions to every market and sector, including construction, industrial, energy, infrastructure, government and events. Our teams make the impossible possible and the unthinkable doable. Turning what if into what is. 

Our people are at the heart of our values and they’re our greatest asset.  We rely on you to look after our customers so in return, we take good care of you.  We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We’re raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You’ll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.

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