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Form of workWho we are:
Milwaukee Tools is an industry leader in the manufacture of cordless & electric power tools, accessories, and hand tools. We pride ourselves on an unrelenting strategic focus on powerful brands, innovative products and exceptional people.
Our culture is centred around improving the lives of our users, something that not only drives our product development but underpins everything we do.
We are committed to ensuring our people have a great experience at Milwaukee, so in addition to an exciting and challenging role we also provide a range of great employee benefits including:
- Lifestyle: Hybrid working model to support flexibility.
- Personal Development: Access to professional development programs.
- Health & Wellbeing: Paid Parental Leave and Employee Assistance Program.
- Discounts & Perks: Generous discounts on company products.
- Social: Recognition programs and social events to celebrate our team's achievements.
Seeking the expertise of a vibrant and skilled Customer Service Inbound Team Leader to guide, develop and motivate a team of Customer Service professionals while overseeing the daily operations of the Milwaukee Customer Care Centre.
The successfully applicant will be 'customer focused' by empowering and developing a strong performing Customer Service team, managing their performance by ensuring KPI's are actioned and achieved and above all ensuring a positive experience for our customers.
What your day to day will look like:
- Provide leadership, development and coaching of the Customer ServiceTeam Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
- Achieve monthly, quarterly, and annual targets.
- Carry out regular 1:1's, developing a culture where training and development are seen and understood to be priorities of the team.
- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Ensures targets, SLA's and KPI's are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
- Review management information and make suggestions & recommendations to the Head of Customer Service, as to improvements across the contact centre.
- Working with our people and culture team to drive & influence the recruitment & selection of staff - when necessary.
What you will bring to the role:
- Minimum of 5 years' experience leading and managing a Customer Service team or similar.
- Have an intermediate level understanding of Salesforce & SAP.
- Strong commercial acumen with a sound understating of financial.
- Strong understanding of consumer law and B2B, B2R and B2C operations.
- Ability to influence and negotiate with your key stakeholders.
- Strong verbal and written communication skills.
If you fit the above attributes and are excited at the prospect of joining a large, successful, and dynamic organisation, then please click APPLY NOW!
