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- Tasks: Lead a dynamic night team, ensuring efficient call handling and customer satisfaction.
- Company: Join KONE, a leader in the lift industry with a collaborative culture.
- Benefits: Enjoy competitive salary, 25 days holiday, hybrid working, and wellness support.
- Why this job: Make a real impact by leading a team and enhancing customer service experiences.
- Qualifications: Experience in team management and busy contact centre environments is essential.
- Other info: Embrace a culture of sustainability and personal development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Overview: Monday - Friday 17:00pm - 02:30am and to work one weekend in four. This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow prioritising jobs effectively for effective scheduling and to ensure that the team are able to handle calls from different geographic areas liaising with clients and to ensure that engineers arrive to their call outs on time and at the right destination to service our clients' needs.
Purpose: The Callout Supervisor for Nights evaluates, develops and leads the contact centre through the night team ensuring quality standards and KONE dispatch strategy is implemented and executed effectively, consistently and according to the established guidelines and budgets. The Supervisor executes customer centricity in their respective team, develops their team and ensures operational excellence whilst being able to step in and pick up both call and email workload should the need arise.
Key responsibilities:
- Coordinates and directs the nightly operations of the team.
- Supports and enforces call centre expectations, departmental and corporate policies and procedures.
- Manages night operations and tasks for a work group while performing key operational tasks when necessary to ensure deadlines are met.
- People management e.g. setting targets, conducting PDPs and IDPs for team members.
- Facilitates information sharing and creates a collaborative working environment.
- Drives competence and process adherence.
- Drives behaviour to represent KONE as one team towards the customer.
- Monitors and leads the performance and KPI/SLA adherence of the team.
- Keeps an eye on short- and long-term development.
- Resolves daily work issues and escalates more complex issues to their Manager.
- Remains part of the operational team working to a 60% supervisory and 40% operation split during daily operations.
- Analyses, organises and optimises team operations.
- Ensures teams compliance with company policies.
- Ensures processes are followed according to defined global processes.
- Implements and ensures proper working of new tools/processes/system.
- Meets KPI targets on call handling and email response as well as safety alerts and entrapments.
- Manages Customer Service Admins and Agents.
- Ensures continuous upgrade of skill level.
- Creates a friendly and desirable working environment to minimise turnover rate.
- Ensures customers' complaints of the call centre are promptly replied to and followed up.
Skills & Experiences:
- Team management experience is desirable while working within a busy contact centre environment is essential.
- Dispatch Planning experience is beneficial.
- Demonstrated competency to manage and maintain day to day operations specific to a functional team.
- Sound communication and listening skills.
- Complaint handling and resolving any queries.
- To be well-organised and pay attention to detail.
- Good written and spoken English.
- Good Word, Excel and Outlook.
- Experience in SAP CRM and Salesforce is desirable.
What KONE can offer: We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift industry. Bonus, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working. At KONE we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is being a great place to work. We are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Key Skills: Cement Plant, Account Payable, Bidding, Electrical Engineering, Kpo, Architecture.
Employment Type: Full-Time
Experience: years
Vacancy: 1
Customer Service Team Leader (Out Of Hours) in Bradford employer: KONE
Contact Detail:
KONE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader (Out Of Hours) in Bradford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at KONE or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team management. We recommend role-playing with a friend to get comfortable with your responses and showcase your dispatch planning experience.
✨Tip Number 3
Showcase your skills during the interview! Bring examples of how you've handled complaints or improved team performance in previous roles. This will demonstrate your ability to manage operations effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the KONE team.
We think you need these skills to ace Customer Service Team Leader (Out Of Hours) in Bradford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Leader role. Highlight your dispatch planning experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your People Skills: Since this role involves managing a team, don’t forget to showcase your people management experience. Share examples of how you've motivated teams or resolved conflicts in the past. We love seeing candidates who can lead with empathy and effectiveness!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your achievements stand out. We appreciate straightforward communication, especially in a customer service environment like ours!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at KONE!
How to prepare for a job interview at KONE
✨Know Your Stuff
Make sure you understand the ins and outs of dispatch planning and customer service operations. Brush up on KONE's values and how they align with your experience. This will show that you're not just interested in the role, but also in the company itself.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to manage and motivate a team. Prepare examples of how you've successfully led teams in the past, focusing on how you handled challenges and improved performance.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling customer complaints or managing team dynamics during busy periods. Think through your responses ahead of time, using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, operational challenges, and how success is measured in this role. This shows your genuine interest and helps you gauge if the company culture aligns with your values.
