Slicker Recycling is the market leading specialist in the collection and recycling of waste oils and hazardous workshop waste. We are exceptionally proud to announce that Slicker Recycling has been honoured with the prestigious King's Award for Enterprise: International Trade 2024. This remarkable moment is in recognition of our growth in overseas sales in the past three years. It reflects the unbelievable dedication of our colleagues, who have each played a pivotal role in making Slicker Recycling a leader in the collection and sustainable re-refinement of used lubricating oil, whilst adapting to a constantly evolving global market. Check out www.slickerrecycling.com to learn more about us.
We work in partnership with a wide range of customers from sectors including automation, plant and tool hire, facility management, retail, manufacturing, construction, agriculture, the public sector and much more. We ensure that waste is stored, managed and disposed of appropriately for our customers in full compliance with the latest regulations.
Our 200 plus employees operate within a fast paced and busy working environment, we work hard but we also enjoy having fun and being part of a team. As a business we have big ambitions; it is an exciting time to be part of Slicker.
Job Purpose
The Customer Service Team Leader plays a key role in guiding and supporting the customer service team in delivering exceptional support to customers in the used oil and hazardous waste management sector. This role focuses on providing coaching, resolving escalated issues, ensuring data integrity, and collaborating with cross-functional teams to drive customer satisfaction, revenue growth, and client retention.
This is an exciting opportunity for a target driven sales professional to join a passionate sales team.
Main tasks and Responsibilities
Team Support and Coaching
• Guidance and Motivation: Lead by example to inspire and guide customer service representatives, supporting them in achieving performance targets and customer satisfaction goals.
• Skill Development: Provide one-on-one coaching on in-house systems and best practices for customer interactions.
Complaint Tracking and Resolution
• Escalation Support: Investigate escalated complaints, collaborating with the team to ensure prompt and effective resolution for customers.
• Issue Resolution: Act as the point of contact for complex customer issues, providing direct support when needed and facilitating quick resolutions.
Customer Satisfaction Targets
• Goal Setting: Work closely with the team to set and track customer satisfaction metrics, driving initiatives that enhance the customer experience.
• Performance Monitoring: Regularly assess individual and team performance against key metrics, including call quality, issue resolution, and customer satisfaction scores.
Customer Interaction and Relationship Building
• Direct Support: Engage directly with customers by answering inquiries and directing them to appropriate services or resources.
• Customer Loyalty: Focus on improving client retention by implementing strategies that enhance customer loyalty, including upselling relevant services.
Cross-Departmental Collaboration
• Team Coordination: Collaborate with operations, finance, and sales teams to resolve customer issues efficiently.
• Problem-Solving Across Teams: Facilitate smooth communication between departments to improve process efficiencies and support customer needs.
Database and Data Quality Management
• Data Integrity: Manage and enhance the CRM database by identifying and resolving issues, such as merging duplicate accounts and deleting outdated information.
• Ticket and Account Management: Oversee ticket creation and account updates, ensuring data accuracy and completeness.
Customer Service Reporting
• Development of Daily/Weekly/Monthly Reporting: Generate detailed reports on customer interactions across channels, including calls, emails, online chats, upselling efforts, and campaigns.
• Development of a Monthly Review and Improvement Strategy: Prepare a monthly performance review with recommendations for service improvements or sales strategies, implementing these as appropriate.
Service Scheduling Coordination
• Schedule Management: Oversee scheduling requests from customer service and sales, ensuring accurate bookings and smooth service delivery.
• Update Customers: Ensure that customers are informed of schedule confirmations, changes, and estimated arrival times (ETAs).
Ad-Hoc Administrative Support
• General Admin Support: Assist with administrative tasks as needed, ensuring smooth team operations and workflow.
• Apply the Slicker values to your role, “People rarely succeed unless they have Fun in what they are doing.”
Skills & Key Requirements
- Ability to guide, coach, and motivate team members effectively without direct management responsibilities.
- Demonstrates a deep commitment to customer satisfaction and retention, with the ability to foster client loyalty.
- Strong problem-solving and decision-making skills, with the ability to evaluate and resolve issues effectively.
- Excellent verbal and written communication skills for interactions with customers, team members, and stakeholders.
- Ensures data accuracy and quality in tracking, reporting, and CRM entries.
- Familiar with CRM and telematics systems, able to produce and analyse performance data.
- Works effectively with different departments to streamline processes and resolve customer issues promptly.
Benefits
Sustainability focussed business
Healthcare cash back plan
Perkbox employee discounts
Life insurance
Paid company events
Company pension
Cycle to work scheme
On-site parking
Hours of work
8.30am - 5.00pm
Monday to Friday
40 hours per week
No weekends
Values
The successful candidate will have the ability to demonstrate, understand and apply our workplace values. These are embedded into our business and applicants must evidence their values as part of the application process.
· Smart · Honest · Reliable · Together · Fun ·
- Smart – keep it simple and keep doing it better
- Honest – be straight with each other and give feedback
- Reliable – do what we say we will and tell people if we can’t
- Together – work together as one and support each other
- Fun – enjoy what we do and have a great time
Slicker Recycling is an equal opportunities employer and will continue to ensure it offers career opportunities without discrimination. Employment positions throughout the Company are filled with the candidates who possess the most appropriate skills and competencies relevant for the particular job role. Slicker Recycling is to treat all employees fairly and equally regardless of gender, sexual orientations, marital status, race, colour, nationality, religion, ethnic or national origin, age, disability or union membership status.
