Our client is a leading supplier of high security mechanical and electro-mechanical hardware and locking systems covering the institutional, industrial, commercial and residential sectors of the market.
To effectively manage the day to day running of the Customer service technical section ensuring all daily activities and reports are handled, avoiding any delays in Technical Queries within businesses.
Main Responsibilities and Challenges
- Provide hands-on technical leadership, technical knowledge, and subject matter expertise to customers and in the department.
- To manage, monitor and regularly report technical telephony KPI’s
- Regularly update the Customer Services Manager regarding the day-to-day running of the section and to escalate any issues as required
- Review and approve team holiday requests; ensuring that there is enough resource within the team on a daily basis.
- From time to time to attend customer site visits where technical support is required
- Provide escalation support to the team for any difficult customer issues; taking these through to resolution or escalating to the Customer Services Manager when appropriate.
- To work in conjunction with the Customer Service Team Leader to drive departmental efficiency and success
- Hold annual-review PDR meetings with direct reports; setting objectives as agreed with the Customer Services Manager.
- Conduct Return to Work interviews with employees following any periods of absence.
- To recognise any immediate training and education requirements within the team and work to proactively to resolve these.
- Work closely with the Customer Services Manager to develop long term training and development plans for the team; working towards improving the technical abilities within the team and the ease of use of the service.
- Work with the Customer Services Manager to build and improve relationships with external stake holders.
- Run daily, weekly and monthly reports on Technical Queries and to review data regularly with the Customer Services Manager.
- Willing to work towards G.A.I Qualifications, funded by the business
- Ability to interpret data and to report on root cause analysis and to identify trends relating to technical issues
Leadership Duties
- Understand, proactively embrace and positively act in accordance with our core values and beliefs; empowerment, innovation and integrity and consistently demonstrate the associated behaviours. Also ensure adherence within team.
- Understand, proactively embrace and positively act in accordance with our code of conduct and ensure so within team.
- Ensure completion of all relevant compliance training and procedures for self and team members.
- Assist the Manager with recruitment and selection of new team members and take responsibility for local inductions with new staff.
- Act as a first point of escalation to handle difficult customer concerns.
- Proactively assist in providing solutions to changes required within the team, with regards to business process and technology.
- Lead in specific projects and improvement activities as required and directed by Management.
- Take pro-active responsibility for the improvement of KPI’s by providing data to Management and actions plans for improvement.
- To be responsible for the health, safety and welfare for all relevant employees and stakeholders. To continuously drive improvements in all aspects of health, safety and the environment.
Background and Personal Qualities
- Must have energy, enthusiasm and commitment
- Able to influence others
- Ambitious with desire to succeed
- Capable of taking responsibility, showing initiative and leading
- An excellent team player but able to work successfully as an individual
- Well-structured and self-disciplined
- Excellent interpersonal communication skills
Core Competencies
Communication and Interpersonal Skills
Clearly conveys thoughts and ideas regularly and effectively in a variety of ways to fit the audience and situation (verbal, written, presentation). Involves and keeps others informed in a timely manner. Exercises tact and diplomacy. Seeks and welcomes constructive feedback and uses suggestions to best advantage. Understands and complies to the business Code of Conduct and uses appropriate language and demonstrates professional behaviour at all times.
Self-Awareness
Has a good understanding of own abilities, potential, strengths and limitations. Is fully aware of impact of self on others and takes steps to continuously develop and learn from experiences and feedback.
Problem Solving
Obtains facts and data before making decision. Rapidly analyzes complex problems, gets to the root causes and makes well-informed and timely decisions. Involves relevant people in decision-making to improve quality and to facilitate implementation.
Teamwork
Works cooperatively, collaboratively and effectively with others. Seeks ideas from others. Is open to reaching the same result in different ways. Builds a cohesive, high-performing team by establishing an open and trusting work environment. Willingly provides assistance.
Continuous Improvement
Adapts to changes in the work environment and job role. Initiates improvements for productivity, efficiency and/or cost savings. Supports kaizen methodologies. Is comfortable working outside of their comfort zone.
Planning and Organisation
Provides accurate time plans for project planning, sets realistic milestones and reviews appropriately. Makes effective use of tools, resources and time.
Leadership Competencies
Strategy, Vision and Implementation
Contributes to the strategic management process. Aligns area of responsibility in support of overall business objectives. Anticipates future trends and consequences accurately to deliver high quality results. Is action-oriented. Takes accountability for performance and results.
Performance Management
Objectively evaluates subordinates’ performance and completes appraisals on a timely basis. Establishes appropriate S.M.A.R.T. goals that reflect company goals and objectives. Constructively confronts and resolves conflict situations. Provides constructive feedback and recognition regularly.
Talent Management
Identifies and develops competencies necessary to achieve future business goals. Creates job roles without restricting innovation. Finds, recruits and retains the right people. Participates in company efforts to further the goal of diversity. Facilitates continuous growth and development of people through training and job moves across functions and/or divisions to help employees reach full potential and to meet organizational growth and succession planning goals. Is a coach and mentor.
Leadership
Strives for world class performance in all aspects of the operation. Promotes innovation and teamwork. Establishes challenging goals and motivates employees to meet and/or exceed them. Provides a clear vision for future direction. Shows drive and initiative. Openly acknowledges and rewards the endeavours of the team and the individual effort within the team. Manages through influencing and participation rather than command and control. Models, encourages and rewards risk-taking. Leads by example of appropriate actions and behaviours. Seeks and uses feedback to enhance leadership effectiveness.
If you are interested in this position, please contact SFR Recruitment Solutions.
