Customer Service Lead

Customer Service Lead

Sharpsmart is a part of the Daniels Family; a large international business with operations across Australia, South Africa, United Kingdom, Canada, and the United States. An essential service provider to Healthcare, Daniels Health & Sharpsmart were founded with the vision of "making healthcare safer" – we have achieved this through innovative safety products and clinically-focused waste services that lead the industry.

Above is our "why"; our "how" is delivering the highest standard of service we can, which is why we're looking to strengthen our Customer Service team. The candidate we're looking for is someone who takes ownership and is comfortable with leading others, who has self-driven initiative and a "do what it takes" attitude to deliver a right-fit solution for our customers. As a growing company, we are looking for someone who wants to grow with us and use a lead role as a stepping stone to refine their skills and prove their ability to do what it takes.

Working hours for this role are Monday to Friday 37.5 hours.

Key Responsibilities

• Managing all customer interactions through calls, emails and cases and in a timely and professional manner within an agreed service level
• SLA performance and reporting
• Process adherence, receiving, documenting, investigating and resolving all requests/complaints in line with SLA
• Ensuring cases are raised in line with guidelines, conducting full root cause analysis
• Review and interpret Power BI reports, files, records, and other documents to obtain information to respond to requests.
• Coordinate timely additional stock requests as per the processes
• Data gathering, analysis and cooperation with other key roles
• Encourage and gather Customer feedback
• Constantly look for new ways to better/improve the customer experience and looking at customer service trends.
• Involvement in bid's and tender solutions
• Customer site visits

Candidate Profile

• Someone with initiative, discipline and focus; who has a passion for problem-solving, building relationships, and delivering a great customer experience. You will directly interact with our customers to deliver a quality customer experience.
• Self-motivated to problem-solve and drive resolutions for our customers
• Flexible, adaptable and able to prioritize, no two days are the same!
• Strong attention to detail in checking work quality and accuracy
• 2+ years of administrative and customer service experience within retail or hospitality or corporate will be considered
• Intermediate to Advanced computing skills (Microsoft office etc.)
• Salesforce experience would go a long way!
• Good communication skills both written and verbal with record-keeping discipline
• Proven experience in improving processes and procedures
• Driving license & ability to commute to Spennymoor

What We Offer

• Competitive salary package plus bonus potential
• Private Healthcare and Dental care options via a globally recognised provider
• Employee benefits scheme including financial planning, gym scheme, discounts across a range of retail, days out & leisure, travel, motoring, food & drink plus much more.
• Genuine investment throughout your career for professional development
• Stability as an essential service to healthcare, ensuring a non-seasonal and stable business environment