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Job description

We are seeking a Customer Service Lead for our client Survitec - Survival Technology, based in Dunmurry. Survitec designs, manufactures and services safety and survival equipment for the marine and aerospace industries. Employing 3,000 people across the globe, it is a long established company, and is the world’s largest provider of survival technology. Survitec recognises their employees abilities and rewards them for their achievements. This role supervises a team of Customer Service Representatives to maintain proactive relationships with key customers and internal stakeholders. It creates a productive service environment which drives a customer-focused culture and engaged team and serves as a subject expert in complex quotes and queries.

Responsibilities

• Provides advance product and service information to customers and responds to complex customer questions about those products and services
• Records and processes complex quotes and custom or special orders that may require additional resources for delivery, co-ordinating with operational teams as required
• Responds to and resolves more advanced issue escalations promptly and appropriately; provides managerial approvals as required
• Develops and implements a customer contact plan to communicate product launches and engages identified potential customers in relevant campaigns to build relationships
• Acts as first point of contact for customer queries and complaints and resolves these, referring complex issues to others as needed, whilst retaining oversight of each case and ensuring that the customer receives an appropriate response
• Sets clear objectives for each customer contact; uses standard materials to make presentation to the customer; and asks relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information
• Contributes to an inclusive environment where our people feel valued, appreciated, and free to be who they are at work
• Helps drive customer renewals through exceptional service, supporting the sales teams as required
• Monitors team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a Customer Service Manager as appropriate
• Identifies instances within the team of non-compliance with Survitec policies, procedures and/or relevant regulatory codes and codes of conduct, reporting and addressing these and escalating issues as appropriate
• Assigns short-term work schedules to a team of subordinates to achieve business expectations, ensuring the team meet deadlines and KPIs
• Maintains an understanding of Survitec products and services, relevant technology, external regulation, and industry best practices through ongoing education, attending training and reading specialist media
• Monitors the performance of the team; allocates work and reviews completion; takes appropriate corrective action to ensure timeliness and quality of delivery; contributes to formal individual performance management and appraisal
• Creates an environment where everyone in the team can live the Survitec Values
• Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work
• Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching.
• Other duties assigned by your manager from time to time

Skills and Qualifications

Essential Skills

• SE’s or equivalent, grade C or above (including English and Mathematics)
• Level 3 (A-levels or BTECs) qualification
• 3 years of experience of delivering high quality work unsupervised
• 6 months coordinating others