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Vacancy details

Job title: Order Capture Team Leader
Job ref: 504278
Description: Müller offers you a long term career with a genuine market leader; Müller is an entrepreneurial company where people love to work and make a difference. Our competitive advantage comes through driving value through innovation and brands, scale, operational excellence and building a high performing international organisation. By 2020, we aim to have increased our turnover from its current level of €5bn to €9bn. To achieve this, we need leaders and technical experts to grow our business and market share.

We are currently recruiting in our Customer Service Department for Customer Order Capture Team Leader. The successful candidate will be responsible for the leading of daily operations within the Customer Sales Centre, ensuring customer orders are received and processed whilst delivering excellent customer service. To support all departmental needs and to provide assistance to other areas of the customer service and sales teams to achieve optimum efficiency, effectiveness and consistency.

Your challenge

In this role the key responsibilities will include:

• Ensure service issues are handled timely and escalated through the correct channels, ensuring all required systems are updated.
• To ensure that administration functions are completed accurately and in a timely manner.
• To liaise with all sites within region, to achieve optimum efficiency, effectiveness and consistency.
• To ensure the on-going system changes are relayed to and implemented by the Customer Service Team.
• To work to the guidelines set to in the relevant work instruction documentation.
• To ensure the companies obligations under the Health and Safety at Work Act and the EMS are adhered to.
• Communication and implementation of company policies and procedures.
• Promote company values and lead by example.
• Manage recruitment process in collaboration with HR Service.
• Manage, motivate, coach and develop staff ensuring relevant HR procedures are followed in order to create a high performing team.
• Carry out interviews with team in relation to any performance, time and attendance issues.
• Carry out individual reviews and PDP's within set time frame.
• Update and maintain staff rota's to ensure correct staffing levels achieved together with holiday allocation in line with business requirements.
• Influence compliance to the company attendance management procedure.
• Ensure absence is managed in a way that ensures all core tasks are covered at all times.
• Ensure shift patterns, holidays and absences are recorded within the SMART system using the correct reason code.
• Ensure all weekly reports and audit checks are generated, collated and completed and are up to date.
• Analyse reports and audits regularly for any discrepancies/patterns/trends and use these to improve overall team performance.
• Escalate any issues to the Customer Service Manager where appropriate.
• Monitor advisor call handling, ensuring customer has the best possible experience.
• To ensure the consistency and continuity of best working practice throughout the centre by weekly audit checks and escalating of performance issues.
• Recruit and oversee training of new staff and sign off all staff to WI annually, ensuring updates are communicated and processes are followed.
• To work to the guidelines set to in the relevant work instruction documentation.
• To review and maintain all Customer Service Centre WI, updating the documentation when changes occur.
• To ensure WI for new procedures are created and communicated as required.

Key skills & experience

• Previous experience in leading a team is essential.
• Working Knowledge of Microsoft Word.
• Excellent attention to detail & multi-tasking skills.
• Excellent communication written/listening/verbal/visual skills.
• Excellent planning and reviewing skills.
• Being able to identify development opportunities for self and team.
• Able to provide effective feedback in a professional manner.
• Good decision making skills.
• Able to lead by example, positive approach, patience , assertive,
• Challenging, supportive, empathy, honest, sensitive, pro-active and professional.

The process

If you have the skills and experience in the above areas and would like to be considered for this role please apply at www.mullercareers.co.uk
 
Business Area: Professional Services
Location: Scotland
 
Town/city: East Kilbride
Country: United Kingdom
 
Job type: Permanent
Hours: Full-Time
Salary: Competitive
Application deadline: 16 February 2018
Start date: ASAP
 

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