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Responsibilities
1. Be expected to know your company’s products and policies and communicate them effectively to staff.
2. Actively participate in the customer service escalation & support team.
3. Build positive customer relations to meet client expectations and lead by example.
4. Participate in training and development of the team.
5. Take operational responsibility for the team, including ensuring invoicing is carried out efficiently and promptly.
6. Hold regular one-to-one meetings with team members to review and manage workload.
7. Produce monthly reports for the customer service team manager on team activities, including PPMs, faults, follow-ups, and invoicing.
8. Manage and support the team daily.
9. Maintain knowledge and competency in all management software systems, including Portal and dashboard systems.
10. Attend weekly meetings with the Team Manager, Operations Manager, and/or Service Director.
11. Monitor and manage KPIs.
12. Handle escalations, complaints, and support team members to ensure continuous improvement, collaborating with management as needed.
13. Manage client complaints before escalation.
14. Perform any other duties relevant to the position.
Person Specification
Candidates should demonstrate the necessary qualifications, experience, skills, and traits as outlined below, evidenced through the application and interview process.
Qualifications
* Supervisory/Management qualifications (Desirable)
* Financial qualifications (Desirable)
Experience
* Experience in team leadership/management (Essential)
* Leadership and motivational skills (Essential)
* Knowledge of fire detection, gas suppression, emergency lighting, and alarm systems (Desirable)
Skills / Abilities
* Excellent attention to detail (Essential)
* Customer service skills (Essential)
* Strong interpersonal and communication skills (Essential)
* Ability to manage labor resources (Essential)
* Professional liaison with clients, sales engineers, and project departments (Essential)
* Proficiency in Microsoft Office (Excel, Word, Outlook) (Essential)
* Leadership skills (Essential)
* Ability to work under stress (Essential)
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