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- Tasks: Lead customer interactions and resolve issues with a focus on quality service.
- Company: Sharpsmart UK is part of a global healthcare provider dedicated to making healthcare safer.
- Benefits: Enjoy competitive pay, private healthcare, gym discounts, and professional development opportunities.
- Why this job: Join a growing team where your leadership can directly enhance customer experiences and drive change.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for problem-solving required.
- Other info: Flexible working hours, Monday to Friday, in a stable, essential service environment.
The predicted salary is between 36000 - 60000 £ per year.
Sharpsmart is a part of the Daniels Family; a large international business with operations across Australia, South Africa, United Kingdom, Canada, and the United States. An essential service provider to Healthcare, Daniels Health & Sharpsmart were founded with the vision of “making healthcare safer” – we have achieved this through innovative safety products and clinically-focused waste services that lead the industry.
The candidate we’re looking for is someone who takes ownership and is comfortable with leading others, who has self-driven initiative and a “do what it takes” attitude to deliver a right-fit solution for our customers. As a growing company, we are looking for someone who wants to grow with us and use a lead role as a stepping stone to refine their skills and prove their ability to do what it takes.
Working hours for this role are Monday to Friday 37.5 hours.
Key Responsibilities- Managing all customer interactions through calls, emails and cases in a timely and professional manner within an agreed service level SLA performance and reporting.
- Process adherence, receiving, documenting, investigating and resolving all requests/complaints in line with SLA.
- Ensuring cases are raised in line with guidelines, conducting full root cause analysis.
- Review and interpret Power BI reports, files, records, and other documents to obtain information to respond to requests.
- Coordinate timely additional stock requests as per the processes.
- Data gathering, analysis and cooperation with other key roles.
- Encourage and gather Customer feedback.
- Constantly look for new ways to better/improve the customer experience and looking at customer service trends.
- Involvement in bids and tender solutions.
- Customer site visits.
- Someone with initiative, discipline and focus; who has a passion for problem-solving, building relationships, and delivering a great customer experience.
- Self-motivated to problem-solve and drive resolutions for our customers.
- Flexible, adaptable and able to prioritise, no two days are the same!
- Strong attention to detail in checking work quality and accuracy.
- 2+ years of administrative and customer service experience within retail or hospitality or corporate will be considered.
- Intermediate to Advanced computing skills (Microsoft Office etc.).
- Salesforce experience would go a long way!
- Good communication skills both written and verbal with record-keeping discipline.
- Proven experience in improving processes and procedures.
- Driving license & ability to commute to Spennymoor.
- Competitive salary package plus bonus potential.
- Private Healthcare and Dental care options via a globally recognised provider.
- Employee benefits scheme including financial planning, gym scheme, discounts across a range of retail, days out & leisure, travel, motoring, food & drink plus much more.
- Genuine investment throughout your career for professional development.
- Stability as an essential service to healthcare, ensuring a non-seasonal and stable business environment.
Customer Service Lead employer: Sharpsmart UK
Contact Detail:
Sharpsmart UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead
✨Tip Number 1
Familiarise yourself with Sharpsmart's mission and values. Understanding their commitment to making healthcare safer will help you align your responses during interviews, showcasing your passion for the industry.
✨Tip Number 2
Highlight your problem-solving skills by preparing specific examples from your past experiences. Be ready to discuss how you've successfully resolved customer issues or improved processes in previous roles.
✨Tip Number 3
Demonstrate your leadership qualities by sharing instances where you've taken initiative or led a team. This will show that you're not just a team player but also someone who can guide others effectively.
✨Tip Number 4
Research common customer service trends and challenges in the healthcare sector. Being knowledgeable about these topics will allow you to engage in meaningful conversations during interviews and show your proactive approach.
We think you need these skills to ace Customer Service Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Service Lead position at Sharpsmart UK. Tailor your application to highlight how your skills and experiences align with their needs.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 2+ years of customer service experience, particularly in retail, hospitality, or corporate settings. Provide specific examples of how you've successfully managed customer interactions and resolved issues.
Showcase Problem-Solving Skills: Since the role requires a passion for problem-solving, include examples in your application that demonstrate your ability to think critically and find effective solutions for customers. This could be through past experiences or specific projects.
Tailor Your Communication: Ensure your written communication is clear and professional. Use proper grammar and structure in your CV and cover letter. Since good communication skills are essential for this role, make sure to reflect that in your application materials.
How to prepare for a job interview at Sharpsmart UK
✨Show Your Leadership Skills
As a Customer Service Lead, demonstrating your ability to lead and motivate a team is crucial. Prepare examples from your past experiences where you successfully managed a team or resolved conflicts, showcasing your leadership style and how it aligns with the company's values.
✨Understand the Company’s Mission
Sharpsmart focuses on making healthcare safer. Familiarise yourself with their products and services, and be ready to discuss how your skills can contribute to this mission. Showing that you understand and resonate with their 'why' will set you apart.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of specific scenarios where you improved customer experience or handled difficult situations, and be ready to explain your thought process and outcomes.
✨Highlight Your Technical Skills
With the role requiring intermediate to advanced computing skills, especially in Microsoft Office and Salesforce, be prepared to discuss your proficiency in these areas. Mention any relevant experiences where you used these tools to enhance customer service or streamline processes.
