Role: Customer Contact Centre Team Lead (B2C)

Location: Birmingham

Salary: Competitive + Bonus + Benefits

Are you looking for an exciting opportunity with a team that you can develop and make your own?

Do you want to use your Contact Centre Team Leader experience to progress into a new area of our business which is rapidly growing?

Want to use your knowledge of Heat pumps and renewables to support our customers and your team?

This could be the hands on role you have been looking for…..

What’s In It For You?

Daikin UK care about what they do and who helps them to do it, so they put great emphasis on rewarding their employees every step of the way. This includes:

• Highly competitive annual bonus
• Full product training on all Daikin products
• Comprehensive Private Medical and Personal Accident Insurance plans
• Employer Contributions to Pension
• Investment in your training and development to encourage and support your career progression within the company

What Will You Be Doing?

Leading the Customer Support Specialist regional team hub, to provide the best possible customer service, in collaboration with Business Development Managers and Regional customer base, in line with the business objectives.

You will be:

• Developing a team of Customer Support Specialists to build great relationships and trust with customers to deliver excellent service.
• Monitoring, prioritising, and allocating incoming team workload of Customer Support Specialists to ensure timely and quality responses to both customers and Business Development roles.
• Acting as the escalation point for complex issues to bring them to a successful and timely resolution.
• Reporting ongoing long-term project order schedules ensuring timely communication with colleagues and customers to plan adequate credit pipeline and ensure smooth project completion.
• Coaching, mentoring, and training the Customer Support Specialists in all aspects of the role in order to ensure quality and accuracy of responses.
• Developing relationships and seeking feedback with other functions to ensure the delivery of an integrated customer experience across departments
• Gathering and reporting KPI measurement data with recommendations for required improvements.
• Ensuring relevant training is in place for Customer Support Specialists on all internal and external electronic platforms (CEC, CRM, SBM, Proshop etc).

The Ideal Candidate:

Coming from a customer service background, you will have team leader experience in a similar set up to this role and be a hands on leader. Have knowledge/experience of heat pumps and renewables.  Be comfortable talking to our residential customers in a succinct manner and deal with escalated complaints appropriately and within KPI’s. Possess high attention to detail and be able to support and grow your team.

Who are we?

Daikin UK Ltd provides innovative, premium quality, indoor climate management solutions to meet the changing needs of our residential, commercial, and industrial customers. Over 90 years of precision and innovation has helped Daikin UK build a worldwide reputation for quality and technology.