Customer Service Team Leader
Customer Service Team Leader- Fixed Term contract until March 2013 - Lincoln Working within the Customer Department, you will be responsible for managing a team of customer professionals to deliver our deliberate customer experience. You will drive the development of a best practice service that; gains competitive advantage, ensures customer advocacy, adds value and outperforms agreed business KPI’s. About the job • To ensure service excellence across all key touch points and that our customer’s physical & emotional requirements are met. • To manage the recruitment process ensuring new starters are inducted effectively and equipped with the skills required to meet role requirements. • Motivate & inspire team to ensure best possible achievement of results. Drive a one team approach with personal accountability & responsibility a common ethos. • To champion the Institute of Customer Service (ICS) professional qualifications program. • To maintain a positive customer experience in the event of operational or service breakdowns. • Challenge working methods and practices and when required create lasting solutions. What you’ll need • Proven first line management experience, demonstrating leadership, team management qualities and a flexible approach that adapts to changing business climate • A clean driving licence • Excellent written, communication & presentation skills. Ability to meet strict deadlines• Excellent IT skills, including advanced knowledge of Microsoft Word, PowerPoint and Excel • Knowledge of the utility / construction industry would be beneficial • Experience of managing budgets would be beneficial A bit about us Balfour Beatty Utility Solutions is part of the Balfour Beatty Group – and is one of the UK's leading utility solutions providers. We work across the electricity, gas, telecommunications, wastewater and water sectors - providing a range of services to develop, design, install, replace and maintain essential utility assets. Our operations help to ensure the supply of the essentials of 21st century life to millions of homes around the UK and across the world. We have a reputation of excellence in delivery, a highly-integrated and people oriented business, producing high-value technical solutions for our customers including Scottish and Southern Energy, National Grid and United Utilities. We consider the health and wellbeing of our people to be a priority. With this in mind, we require all our employees to adhere to a Drugs and Alcohol Policy whereby you can be subject to random and for cause testing throughout your employment with us. Closing Date – 30th August 2012
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