The Role

Knauf, a market leader in the construction product industry are currently looking for a highly communicative individual to join our customer services team as a Customer Services Team Leader on a 12 Month Fixed Term Contract. We are looking for someone with strong leadership skills who can demonstrate their capability to enhance our customer’s experience.

The Company & Our Values

Knauf is a family run international organisation who prides itself on employing individuals who align to our core values. To work for our highly successful organisation, you will need entrepreneurial spirit, commitment to succeed, empathy for others and the ability to work in partnership with colleagues and customers alike.

Responsibilities

As a Customer Services Team Leader, your key responsibilities will be as follows:
• Achievement of individual and department performance standards.
• Professional interaction with Customers.
• Accurate processing of orders
• Timely processing of orders
• Take ownership and resolve Customer issues within set parameters.
• Development of personable and professional relationships with all internal and external Customers and support functions.
• Develop positive and straight talking relationships with all team members, direct reports and wider teams.
• Direct involvement in team training and development.
• Improved performance against targets through aligned & planned activity with direct reports, team members and wider teams including Hauliers.
• Accurate invoicing and crediting to Customers.
• Provide timely performance statistics for analysis.
• Regular reviews with direct reports through the performance management system to ensure that all staff are fully trained and meeting standards.
• To ensure all Goals and Targets for the department are achieved.
• To assist the Head of Service in inspiring and motivating the team.
• Where appropriate, take action to rectify issues of non-conformance.

Requirements

• Previous supervisory experience in a Customer Service environment is essential.
• Data Analysis skills with the ability to monitor employee performance.
• Comfortable working with conflict able to find routes to positive outcomes.
• Adapt effectively to changing needs.
• Sets high standards in Customer Service and stretch goals for self and direct reports.
• Demanding in quality & commitment of delivery of Customer Service from internal and external sources.
• Effectively influence team members and peers and the way they work.
• Ready to make decisions, take the initiative and originate action.
• Not afraid of taking risks or making decisions.
• Ability and desire to deliver exceptional levels of Customer Service.
• High level of attention to detail.
• Ability to work in a busy environment.
• Able to work under own initiative.
• Actively promoting suggestions for improvement.

In return for your hard work, you will receive a highly competitive salary and benefits package, inclusive of 25 days holiday and a contributory pension scheme.