Aftersales Team Leader

Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical support through resolving customer complaints, offering technical support, and driving team performance. This leader will develop team members to provide high-quality advice on company products, handle escalated enquiries, and organise daily operations. Key Responsibilities: Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement. Ensure the team are trained to a level that they can give a first-class response to the majority of enquiries and that processes are in place for escalation where necessary. Act as a 'gatekeeper' for escalated issues, recording them and ensuring appropriate training or further action is taken. Support the bigger team with daily workload at peak times and cover areas of high absence. Ensure processes are in place and reviewed quarterly, making sure best practices are followed. Optimise use of technologies (Speed F1, Zendesk) to enhance processes and provide data for further improvement. Monitor and evaluate agent quality of calls and chats to ensure agents meet pre-defined quality criteria. Conduct team meetings to update members on best practices and expectations. Set daily goals and motivate the team to achieve these goals. Encourage the team to take ownership of tickets and resolve customer inquiries at first contact. Ensure the team is adequately manned and absences planned effectively. Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings. Ensure all authorisations are completed and supporting documentation is attached to SAP. Keep accurate records of discussions or correspondence with customers. Produce KPIs on team performance and work with the Aftersales Manager on data analysis. Help keep the team focused and on track. Ensure all administration is completed in line with Group, Company or Statutory requirements. Acknowledge and resolve customer issues promptly and fairly. Carry out root cause analysis of repeat issues and implement corrective actions. Investigate and solve complex customer issues. Escalate outstanding issues in a timely manner to the Aftersales Manager. Deputise for the Aftersales Manager in their absence. Contribute to continuous improvement ideas throughout the team. Key Skills: Solid and demonstrable experience in customer-facing roles. Experience of managing a team. High level of SAP experience & knowledge. Good standard of general education (e.g., GCSE, O Level). Team Leader NVQ Level 2 minimum and Team Leader NVQ Level 3. By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.

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