THANK YOU

Type: Permanent, Full-time

Location: Normanton

Working hours:  Mon – Fri, 8am – 5pm.

Job Function: Overall responsibility for the smooth, efficient, and cost-effective day to day running of the Customer Operations Desk. To ensure a consistent high level of customer service and have an overall management responsibility for the Desks providing support to develop the existing and new members of the team.

Reporting to: Group Technical Operations Director

Liaising with: Directors, Senior Managers, Team Managers, Hire/Service Controllers, Depot Managers, Procurement & Stores, Data Analytics Manager, Accounts Dept.

The ideal candidate will have previous experience in a similar or customer service role coupled with excellent communication and organisational skills. Will have the ability to manage a large team and drive customer excellence whilst adapting to change associated with strategic growth. We are looking for an individual who is the consummate professional, patient with a “people-first attitude’’.

Responsibilities:

• Recruitment and retention of staff to support Business Growth.
• Optimising Customer Services, ensuring all the team build strong, long-lasting relationships with customers.
• Review, development & implementation of processes & procedures.
• Review, development & implementation of roles and responsibilities.
• Review, development & implementation of KPIs and reporting.
• Manage, support & mentor team Managers, including training and personal development.
• Regular reviews and team meetings.
• Actively support in HR tasks i.e. absence monitoring, monthly one to ones, probation reviews etc.
• Development of collaboration with all areas of the business.
• Develop processes for more effective & efficient working.
• Review & management of KPIs for Directors.
• Follow company’s Employee handbook policies and procedures.
• Any other duties requested by your Manager.

Requirements:

• Experience in customer service and people management, preferably in a contact centre, hire or service role.
• Excellent motivator of people.
• Result-driven focus with analytical capability.
• Ability to innovate and simplify current processes and practice.
• Proactive problem solver.
• High attention to detail.
• Excellent timekeeping and organisational skills.
• Excellent communication skills.
• Solid knowledge of Microsoft Office programs.
• Customer service focused, with the ability to build trust and relationships.

For more information on this position, please apply today with your latest CV hr@kellinggroup.com