Softener Supplies Team Leader
About Us:
With over 40 years’ experience, Harvey Water Softeners is the UK market leader in the manufacture and retail of domestic water softeners. At our factory in Old Woking we have a full production and R&D facility, both of which sit alongside our head office. We invest heavily in our people and are proud to champion a coaching culture underpinned by our shared values. Our factory is currently undergoing modernisation to incorporate world-class manufacturing and the best in class tools and equipment to make our great product. We aren’t hanging around - sales are storming, we need great people to join our fantastic team and continue to fuel our momentum.
Purpose of Role:
As a result of our successful growth, we are now seeking to employ a Team Leader to help drive performance within our Softener Supplies Team. The successful candidate will ensure our Softener Supplies team deliver the very highest level of customer service at all times. Often the first point of contact for our customers, the Team Leader will ensure our Softener Supplies team offer the very best customer experience. They will work closely with the team to ensure orders are processed promptly and to ensure we provide swift and accurate information about our Water Softeners.
Working Hours:
Monday to Friday 8:00am - 5:00pm + 1 in 4 Saturdays 8:30am - 12:30pm paid as overtime (on a rota).
Core Role Responsibilities & Duties:
- Supporting the Head of dealers/Dealer Managers/Softener Supplies Manager to ensure the Softener Supplies team provide exceptional customer service at all times & recognise our customer’s needs
- Building working relationships with customers to encourage new business
- Working with the trade manager to ensure onboarding of new customer accounts
- Database Management : Ensuring customer contact list is managed and updated.
- Case queue management.
- Processing customer orders through our CRM (Sales Force) in a timely manner.
- Ensuring the high volume of inbound calls into the team is handled promptly and efficiently
- Ensuring all customers who enter the Softener Supplies Reception area are greeted professionally and queries and service requests are dealt with promptly
- Encouraging retail and trade sales via our sales counter
- Challenging processes and considering new ways to enhance the service we offer our customers
- Day-to-day people management that includes performance management, attendance management and coaching and upskilling the team of Softener Supplies advisors
- Strong leadership skills
- Ability to use initiative and confident making independent decisions
- A coaching mind-set, and a desire to help develop and support others
- Ability to deal with high demands under pressure
- Ability to prioritise and multitask in a reactive environment
- Able to challenge processes and embrace change
- 25 days annual leave
- Pension scheme
- Discretionary annual bonus
- Company Sick Pay (after qualifying period)
- Well-being programs – your well-being is important to us.
- Access to on-going learning and development with our online learning platform
- Employee rewards and discounts through Perks at Work
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