Customer Service Centre Team Leader

Job Description

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. Werelooking 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 youll 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 withcustomers on the telephone or via email in a professional and friendly manner. Youll take ownership of the customer journey, build relationships with key accounts and successfully manage your portfolio of customers. Youll enjoy thinking on your feet andusing 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 ServiceCentreManager, assisting in the management of the team whilst also managing a portfolio of accounts, you key responsibilities will be;

• Supports Customer ServiceCentreManager 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 returnYoull be joining a highly successful FTSE100 company, the UKs largest equipment rental provider.We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buyand sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.If you join the team well provide you with everything you need and ensure you are equipped for success. Well talk to you about your training and personal development needs and what youd 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
• Excellentinterpersonal 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 closeattentiontodetailand adherence to company standards and procedures
• A flexible approach within the role. Ableto 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.

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, governmentand 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 theyre 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 diverseand inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.Your health, safety and wellbeing is really important to us. Were raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. Youll also be able to access a 24-7 employee assistancehelpline, counselling services and financial wellbeing support.