At a Glance
- Tasks: Lead a dynamic night team, ensuring efficient workflow and top-notch customer service.
- Company: Join KONE, a leader in the lifts and escalators industry with a supportive culture.
- Benefits: Enjoy competitive salary, 25 days holiday, private medical insurance, and hybrid working options.
- Other info: Access to development opportunities and wellness support for your growth.
- Why this job: Make a real impact by leading a team and enhancing customer experiences.
- Qualifications: Proven people management experience and strong communication skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
This position would suit those with Dispatch Planning experience as you will be responsible for maintaining an efficient workflow, prioritizing 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 client's needs., The Customer Service Team Leader 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,
- Coordinates and directs the nightly operations of the team.
- Supports and enforces call centre expectations departmental and corporates 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 PDP's and IDP's for team members.
- Facilitates information sharing and creates 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.
- Demonstrates role model behaviour.
- Remains part of the operational team working to a 60% supervisory and 40% operation split during daily operations.
• Analyse, organize and optimize Teams 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.
- Manage Customer Service Admins and Agents
- Define clear, measurable targets for the team.
- Align team objectives with broader company strategies.
- Ensures continuous upgrade skill level.
- Customer Management.
- Ensures customers' complaints of the call centre are promptly replied to and followed up.
Proven people management experience is essential - lead, motivate and inspire team through regular 1-to-1s, team meetings, upskilling and performance reviews.
- Experience working within a busy contact centre environment is desirable.
- 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 pays attention to detail.
- Good written and spoken English.
- Good Word, Excel, and Outlook.
- Experience in SAP, CRM and Salesforce is desirable.
We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Private Medical Insurance, Bonus, PDI, Dental Insurance, Development opportunities and development reviews to help you achieve your professional goals.
Endless support from experienced lifts & escalator industry leaders, Gym Flex Membership, Cycle to Work Scheme, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.
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Customer Service Team Leader - Out of Hours employer: KONE
KONE is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary alongside generous benefits such as 25 days of holiday, private medical insurance, and a commitment to sustainability. Our innovative and collaborative work culture fosters trust and respect among colleagues, ensuring that every team member's contributions are valued and recognised. With endless support from experienced leaders and opportunities for professional development, KONE is dedicated to helping you achieve your career aspirations while maintaining a healthy work-life balance in the vibrant city of London.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader - Out of Hours
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KONE. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KONE before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader - Out of Hours
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KONE:Your cover letter is your chance to shine! Tell us why you want to work at KONE specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KONE!
How to prepare for a job interview at KONE
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
