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Role: Customer Support Team Leader
Located: Northampton (Hybrid)
Package: Competitive salary, bonus and large company benefits
About Ricoh:
Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.
Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.
Find out more about Ricoh Today
What you will be doing
To manage, develop and support a team of Customer support team members in order to provide a comprehensive service to customers and where required, internal customers for example: Field based staff, to ensure key performance indicators are met and departmental and individual performance is maximised.
- Directly manages a team of Customer Support team members and develops and coaches the team in order to achieve Company performance targets. Also ensures each team member has the development and training to carry out their duties effectively.
- Provides leadership and guidance to improve team s customer care skills and process adherence, through coaching and developing appropriate training action plans.
To carry out the following activities within the team:
- Performance Audits
- Manage outstanding activities
- Performance management of team
- Absence management of team
- Process review continual improvement projects / processes
- Process adherence
- Ricoh policies and procedures are managed
- Monitor departmental Key Performance Indicators within the area, and take remedial action where necessary to ensure performance expectations are met or exceeded.
- Assist in the selection, training and development of personnel within the region to the calibre necessary to meet the current and long term needs of the service function. Prepares and delivers timely and accurate performance appraisals for all direct reports
- Responsible for customer satisfaction in the individual area, ensuring customer service complaints are resolved effectively, and that a high quality service is provided meeting customer SLAs.
- Regularly liaises with relevant departments to ensure a high level of customer service is delivered.
- Ensures maximum service profitability through monitoring and management of departmental expense.
- Holds regular team meetings and 121 s which are documented and drive continual improvement, employee engagement and open / honest forums.
- To participate in service and company related projects and assist with the implementation of new working practices and procedures.
- Increase and maintain high levels of employee engagement and take responsibility for development of individuals.
You will ideally have
- Professional knowledge in all areas of Service, gained through work experience
- Good understanding of the internal and external customer principles
- Advanced customer handling skills (both internal and external) to support the process service delivery
- Ability to communicate with all levels within the organisation
- Good presentation skills for undertaking presentations to internal customers and management team
- People management skills, ability to lead, develop, coach, motivate and handle conflict
- Analytical skills
- Negotiation skills
- Numerate and literate
- PC literate
We are an equal opportunities employer
We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
Striving for inclusion and diversity isn t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.
Click here to learn more about life at Ricoh.