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- Tasks: Lead a team to enhance customer service and drive operational excellence.
- Company: Diversey – A Solenis Company, committed to innovative cleaning solutions.
- Benefits: Competitive pay, comprehensive benefits, and growth opportunities.
- Other info: Join a diverse team that values collaboration and continuous improvement.
- Why this job: Make a real impact by improving customer experiences in a dynamic environment.
- Qualifications: 3+ years in technical customer service with strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
Diversey supports customers across a wide range of industries with innovative cleaning and hygiene technologies, including floor care machines, cleaning tools, and advanced chemical solutions for the Food & Beverage sector. As part of Solenis, we continue a century-long legacy of protecting what matters most: people, resources, and the planet. We are currently looking for an experienced Technical Customer Service Lead to drive superior customer experiences and operational excellence.
Position Summary
The TCS Lead plays a pivotal role in ensuring that Diversey delivers outstanding service to internal and external customers. This position is responsible for developing, implementing, and monitoring strategies that enhance service quality, improve customer satisfaction, and promote a culture of continuous improvement across all service channels.
Key Responsibilities
- Manage the Dispensing and Dosing Engineers via Regional Engineering Managers
- Manage the Business Partner to achieve all Key Performance Indicators
- Review service issues and create solutions and strategies for Dispensing & Dosing and TASKI
- Analyze customer feedback, service metrics, and industry best practices to identify areas for improvement and recommend actionable solutions.
- Collaborate with cross-functional teams to streamline processes, resolve service challenges, and ensure alignment with company goals.
- Act as conduit between Shared Service Centre and UK & Ireland business
- Monitor service delivery performance through key performance indicators (KPIs) and prepare regular reports for management review.
- Manage and coordinate all rollouts to ensure excellence.
- Monitor stock levels and availability to maximise 1st time fix
- Manage all contractor relationships to ensure Diversey is the 1st choice to work with (invoicing, insurance, health and safety)
- Create reporting suite for all Global Strategic Accounts and National Accounts
Qualifications
- Minimum of 3 years’ experience in a technical customer service, service quality, or process improvement role.
- Strong analytical and problem-solving skills with proficiency in data analysis and reporting tools.
- Excellent communication, interpersonal, and presentation abilities.
- Demonstrated ability to lead initiatives and influence stakeholders at all levels.
Key Competencies
- Customer Focus
- Collaboration and Teamwork
- Continuous Improvement
- Results Orientation
- Adaptability
- Attention to Detail
- Emotional Intelligence
We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you. At Diversey – Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, consider joining our team. Diversey - Solenis is proud to be an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, and will not be discriminated against because of disability.
Technical Customer Service Lead in Northampton employer: Diversey
Contact Detail:
Diversey Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Service Lead in Northampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by researching Diversey and understanding their products and services. We want you to show off your knowledge about their innovative cleaning and hygiene technologies. This will not only impress them but also help you stand out as a candidate who truly cares.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves addressing service issues and creating solutions, we suggest you come up with examples from your past experiences where you’ve successfully tackled challenges. This will demonstrate your analytical abilities and readiness for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. So, get your application in and let’s see what you’ve got!
We think you need these skills to ace Technical Customer Service Lead in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Customer Service Lead. Highlight your experience in technical customer service and any relevant achievements that showcase your problem-solving skills and ability to improve service quality.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background aligns with our mission at Diversey. Don’t forget to mention specific examples of how you've driven customer satisfaction in previous roles.
Showcase Your Analytical Skills: Since this role involves analysing customer feedback and service metrics, be sure to include any experience you have with data analysis. Mention tools you’ve used and how your insights led to actionable improvements in service delivery.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Diversey
✨Know Your Stuff
Make sure you understand the technical aspects of customer service, especially in relation to cleaning and hygiene technologies. Brush up on your knowledge about dispensing and dosing systems, as well as any relevant industry standards. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved customer issues or improved service quality. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical skills and ability to drive continuous improvement, which is key for this position.
✨Communicate Effectively
Since this role involves collaboration with various teams, practice your communication skills. Be ready to discuss how you've worked with cross-functional teams in the past. Highlight your interpersonal abilities and how you can influence stakeholders at all levels to achieve common goals.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the company and the role. You might want to ask about their current challenges in customer service or how they measure success in this position. It’s a great way to engage with the interviewers and leave a lasting impression.