Customer Care Team Leader

Your Company:
NET Recruit are partnering with a rapidly growing HVAC engineering and manufacturing business, to aid them on their search for a Customer Care Team Leader to join the team operating in the Basingstoke area. This business has exceptional growth planned for the next couple of years, with millions being invested into the company and new markets which the business is expanding into in the near future. This is a fast-paced and dynamic environment to join with plenty of potential for extreme career development, to grow alongside the business as it continues to expand.
This will prove to be a highly valuable role within the business, overseeing the Customer Care Team, ensuring a high level of service is provided at all times and acting as the focal point for the business to schedule service and remedial work for customers with the technicians. You'll be guiding the team, leading by example in building strong customer relationships and demonstrating your superior ability to handle all customer queries as they occur in a professional and positive manner.
Your Role and Responsibilities
While in this position your duties may include but are not limited to:
* Handling customer enquiries in a professional and timely manner, being sure to provide as much information as possible or escalating issues via the correct routes if needed
* Building and developing strong customer relationships
* Supporting and mentoring the team, providing advice and leadership where it is needed, identifying possible weaknesses within the team and seeking resolutions to these
* Utilising analytical skills for data trends, KPIs and goals to ensure that you and the team are achieving targets
* Proactively taking incoming calls, dealing with all requests and signposting customers in the right direction, all while providing an excellent quality of service
* Logging both service and hire calls when they are needed, managing the technicians' diaries effectively and allocating PPM, remedial and other visits as needed
* Raising purchase orders for the technicians and the assigned work and handling the invoicing process
* Sending reports to customers relating to work
What you will need to Apply:
The business has stated that it requires candidates to have exceptional leadership qualities and experience from within a customer service role, ideally where they have overseen and/or developed a team of junior professionals. This position will require proactive communication abilities, particularly being confident on the telephone. Good organisation skills will be key to success in this role, particularly in being able to manage the technicians' diaries in an effective manner. Knowledge or a background within the HVAC industry would be beneficial however not essential to be considered for this role.
What you will get in Return:
As the successful candidate, you will be entitled to a starting salary of up to £45,000 subject to previous experience, alongside the possibility to earn a generous remuneration package, including a fantastic holiday allowance and pension scheme and additional monetary incentives and rewards.
As well as the aforementioned tangibles, you'll also be fully supported to progress within the role and your career while working for this company, with excellent opportunities for development being presented upon the completion of targets.
To find out more, please reach out to our dedicated recruiter:
Elisa Zuk - Talent Acquisition Specialist
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