Derbion - Customer Services Team Leader

The role to ensure the smooth and efficient operation of the Customer Services department providing excellent customer service, ensuring excellent standards of customer care at all times.

Key Responsibilities

• Ensure the overall effectiveness and efficiency of the Customer Services team and customer care provision.
• Act as an ambassador and frontline service, ensuring yourself and the team demonstrate excellent customer services to all customers and retailers. Be the voice of the customer.
• Act upon customer comments, complaints and queries, in line with company procedure.
• Manage the response of the Customer Services team and deal appropriately with unacceptable customer behavior, in line with the Centre procedures and training. Provide training to the whole Derbion team on Customer Services.
• Manage the general day-to-day operation, working closely with other teams within the Centre, to ensure high standards of cleanliness and Centre appearance in order to exceed customer expectations.
• Ensure health and safety compliance and that the Customer Services team are working safely, highlighting issues that require further action.
• Develop a best-in-class Customer Service offer with new products and services taking learnings from the retail sector and other industries.
• Manage the Centre's click & collect proposition, driving footfall and generating income from this increasingly important stream.
• Provide monthly management reports on set KPIs.
• Lead the Customer Services team and Reception teams.
• Ensure the effective communication and management of the team, working in partnership with the Soft services manager & head of Marketing and Communications to ensure consistency and high standards of delivery at all times.
• Effective Communication with the Customer Services team and cascade information, where appropriate. And effective communication with all stakeholders.
• Champion the business objectives and new initiatives within the Centre.
• Manage bookings of our community hub and ensure the wider team are aware of all bookings.
• Manage the gift card sales and processes and provide training to the customer services team this is part of our commercialisation and reports will need to be conducted on a monthly basis.
• Undertake Line Management responsibilities for a team of Customer Services Assistants and Reception, including holidays, sickness and rotas.
• Mentor Customer Services Assistants on their completed appraisals and advise them on how to improve their performance, where required.
• Manage the performance of individuals within the Customer Services team, in line with company policies and procedures.
• Understand and undertake the responsibility for administering the Company's disciplinary procedures, working closely with the Savills Management Resources HR Department.
• Ensure our kindness cupboard is updated weekly.
• Ensure reception is covered and all staff who cover are trained to the standard required, coordinating uniform orders, meeting room bookings, stationary orders, train bookings.

Secondary Duties

• Adhere to all company policies and procedures.
• Undertake any other duties, as may be reasonably be required.
• Comply with any legislation and statutory requirements, relevant to your role in the centre.
• Undertake ad hoc projects as requested by your line manager.
• Undertake training, as required by the centre.
• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation.

Skills, Knowledge and Experience Person Specification

• Excellent customer service skills, with previous experience of dealing with internal and external clients.
• Polite, professional, articulate, outgoing and a confident communicator (both written and verbally).
• A high level of interpersonal skills and a willingness to work as part of a team collaborating with both the local team and relevant head office departments.
• Customer service supervisory skills and experience in a similar position within a high profile customer focused environment.
• Adaptable and flexible whilst working in a busy multi skilled office environment.
• Excellent attention to detail and presentation.
• Understanding the need for confidentiality when dealing with both internal and external information.

Qualifications & Experience Essential

• Computer literate in Microsoft Office applications, skills in Excel, Word and PowerPoint are of particular importance.
• Experience of managing a team and customer services.
• Experience gained at supervisory/management level for 2+ years.
• Experience in a similar fast-paced customer facing environment.
• Committed, motivated and passionate about our people and our company.

Desirable

• Previous experience working for a company in the facilities, retail, and hospitality sector recognized as an employer of choice or striving to obtain employer of choice status.
• NVQ III Customer Service, Welcome Host, Health and Safety or equivalent qualifications.