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Customer Care Centre Team Leader

Schneider Electric

Warrington, United Kingdom

Schneider Electric is recruiting for a Team Leader for a brand-new team of Services Customer Care Coordinators to work at our Warrington site, based on Gemini Retail Park.

We offer a competitive basic salary, shift allowance, annual bonus, pension, life assurance and competitive holidays. There are also other flexible benefits available through our Thrive scheme.

This position will involve shift working across both days and nights as the department will be providing 24/7 cover to our customers. Shift times will be 7am – 3.15pm, 3pm – 11.15pm or 11pm to 7.15am

Please note – if you are successful in progressing to shortlisted stage this will involve a short video interview and then at final stage you would be invited to attend a half day assessment centre on either the 9th or 10th of January in Warrington. We will be running three sessions, morning, afternoon and evening.

Your Mission:
The Services Customer Care Team Leader role is to manage the day to day running of the Services Customer Care Team. Ensuring full the team take full ownership of the ‘end to end’ customer experience from taking and logging the initial call to call closure providing the full & final closure report, which includes schedule & dispatch of Internal Field Service Engineers (FSE) to fulfil service requirements. The objective is to deliver a customer service that will exceed our customers’ expectations. This role will form part of the rotating shift pattern and the management of calls.

Your Key responsibilities:
Creation and management of shift rotas
Point of escalation for customer complaints
Attend monthly Management meetings either face to face or via Webex
Perform regular call quality monitoring, provide feedback to team members
Management and responsibility for team performance
Management and responsibility for customer escalations
Accept inbound calls from Schneider Electric customers, understand the customer requirements and ensure the call is directed to the appropriate person for action. Accept ownership of the call to ensure completion.
Perform an initial diagnostic to understand the customers issue
Provide effective communication with internal and external stakeholders to ensure SLAs are achieved.
Provide the Customer with regular updates via their preferred method of communication
Log all Customer contacts in Salesforce (bFO/bFS), detailing the issues reported and all actions taken.
Ensure all customer data is maintained in bFO/bFS

Your Secondary Functions
Accept and log incoming support requests from Field Service Engineers, assigning them to the correct in-house technical support team.
Manage the administration tasks for the businesses multi-technology customers.
Manage the administration tasks for global connected services, spanning across multiple time zones

About You:
Team leadership experience
Customer Care Centre experience essential
Strong computer skills such as word, excel, email etc.
Written - ability to communicate in a clear and concise manner with internal and external customers
Fluent English is mandatory. Other European languages such as French and Italian are an advantage
Strong time management skills
Handles multiple and conflicting priorities and effectively prioritizes tasks in a fast-paced work environment.
Detail oriented and able to meet deadlines
Strong problem solving skills
Work both independently and as part of a team
Tactful and effective at dealing with difficult / challenging customers
Providing 24/7 cover and will include shift working

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration.
We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

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