Customer Service Team Leader
Kings Hill, West Malling
What it's like to work at SearchFlow:
If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people. We also love a good work social and team building events.
As well as this we offer:
1. 25 days’ holiday, with optional 5 days unpaid leave per year
2. Flexible working
3. Cycle to Work scheme
4. Focus on training and career progression
5. Competitive salary
The Opportunity
The Customer Service Team Leader is a hybrid sales and service role within the SearchFlow Sales Team. You will provide support to the Head of Portfolio with the day-to-day running of the team, alongside completing various tasks to support the retention and growth of Portfolio. The role has a hybrid focus on workflow management, sales and service.
The role will involve:
6. Providing support to the Head of Portfolio in managing and deleting workflow to the team.
7. Leading daily huddles with the team to focus on work volumes, goals and focuses
8. Supporting the Head of Portfolio in setting work standards expectations
9. Delivering exceptional customer service to both our internal and external customers through effective communication
10. Providing coaching and feedback to the team
11. Responsible for achieving daily SLA’s and annual business targets for growth and retention
12. Providing support to our customers through the entire lifecycle of new and existing projects in line with the expected SLAs and performance standards. Including but not limited to mapping, quotation, query support and resolution, completion collations and post completion qualification.
13. Develop and adopt a consultative sales approach to customer relationship management to identify leads, opportunities, customer sensitives and risk
14. Effectively qualify all incoming project requests, tailoring our product and pricing offering dependant on customer and project needs with a focus on maximising revenue.
15. Managing pipeline effectively and communicate project and opportunity progression to the Portfolio Team and wider Sales team through face-to-face meetings and updating Salesforce records as per the expected standards.
16. Collaborating with our customers to understand their specific Portfolio feedback and needs, then work with the Head of Portfolio and Portfolio Team Leader to continue developing and enhancing our processes and service.
About You
You will be a tenacious, driven, and ambitious individual with excellent customer service and persuasive skills and someone who sets and achieves high standards. You will have consultative selling experience and be confident managing sales pipeline management. Be keen to develop your career in sales but will also enjoy the customer service element of a sales role. Your communications skills will be second to none and you will be someone who enjoys working to targets.
You will also have/be:
17. Confident, in person and over the phone
18. Good presentation skills
19. Organised and methodical
20. High attention to detail – ability to work on large scale projects with high levels of accuracy
21. Able to thrive in a hardworking and dynamic team
22. Comfortable in challenging and being challenged
23. Collaborative, energetic, and hands-on