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Title:  Customer Service Team Lead

Requisition Id:  21113
Job Function:  Customer Service
Career Area:  Customer Service
Posting Location:  Head Office

About Us:

Position Purpose:

You’ll be an experienced, dynamic, and highly motivated Customer Service Team Leader who will provide strong leadership and guidance to a team of colleagues who deliver exceptional levels of customer experience (CX) to the Stericycle customer base. You’ll ensure team members are meeting and exceeding expectations in relation to performance and adhering to processes.

To be successful in this role you’ll be a heavily self-motivated Individual, a problem solver and you’ll thrive and deliver your best work in a fast-paced environment. Your role will see you working closely with internal stakeholders to achieve positive outcomes in a timely manner.

Key Job Activities:

Lead, coach, motivate, and inspire a service team to deliver a high-level service offering. Collate and monitor KPI's and SLA's that support the business in achieving wider objectives, taking corrective action if and where required. Ensure KPIs are issued to team members and managed routinely and effectively. Allocating and managing resource and delegating tasks. Undertake regular 121 meetings, performance reviews and lead team meetings. Managing and maintaining accurate records of absence, lateness, conduct and employee development in line with company policies and procedures working with the HR department. Create an environment which encourages ownership, responsibility, and accountability. Take full ownership of any escalated customer issues and aim to resolve in a timely manner. Work with, and positively influence key stakeholders across the organisation to drive change to improve the customer journey.  Drive continual service improvement through training, coaching and quality assessments.  Actively involved in the recruitment and induction of new team members.  Identify and facilitate the implementation of operational change.  Compliance to health & safety, policy & procedure, and legislation, safeguarding the companies interests.

Education:

Experience (EMEAA):

  • Lead, coach, motivate, and inspire a service team to deliver a high-level service offering.
  • Collate and monitor KPI's and SLA's that support the business in achieving wider objectives, taking corrective action if and where required. Ensure KPIs are issued to team members and managed routinely and effectively.
  • Allocating and managing resource and delegating tasks.
  • Undertake regular 121 meetings, performance reviews and lead team meetings.
  • Managing and maintaining accurate records of absence, lateness, conduct and employee development in line with company policies and procedures working with the HR department.
  • Create an environment which encourages ownership, responsibility, and accountability.
  • Take full ownership of any escalated customer issues and aim to resolve in a timely manner.
  • Work with, and positively influence key stakeholders across the organisation to drive change to improve the customer journey.
  • Drive continual service improvement through training, coaching and quality assessments.
  • Actively involved in the recruitment and induction of new team members.
  • Identify and facilitate the implementation of operational change.
  • Compliance to health & safety, policy & procedure, and legislation, safeguarding the companies interests.

Certifications and/or Licenses:

Benefits:

Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.