GTS Team Leader

 Location: UK - Edinburgh | Job-ID: 214913 | Contract type: Standard | Business Unit: Inside Sales

Life on the team 

Inside Sales is a commercially minded customer service function accountable for delivering great experiences for customers in the sourcing of their technology requirements.  Inside Sales put customers and their needs at the centre of all its decision making while ensuring profitable sales for Computacenter. Inside Sales teams have a range of skills focussed on pre-sales, order management and post-sales operational space. With a deep understanding of Computacenter's customer needs and contracts and working closely with GTS (Group Technology Sourcing), Country Units and Delivery teams,

Inside Sales support both retention and growth of customers. As a Team Leader you will be responsible for delivering a great Customer experience from pre-sales (quoting stage) all the way through to delivery and where necessary overseeing any issues with invoicing.   

A key part of the role is to manage and develop stakeholder relationships (both internally and with our customers) whilst also supporting and developing team members.  Proactive management and the ability to highlight areas of improvement are key to delivering the excellent customer experience we expect. 

What you’ll do

• Customer Satisfaction 
• Will be accountable for the experience customers receive from pre-sales and delivery teams.
• Will partner closely with various experts across and outside Group Technology Sourcing.
• Resolves customer and internal escalations in a timely manner to avoid disruption and minimise business impact
• Participates in customer steering committees and drives improvements 
• Analyses management reports to allocate work and report on trends
• Demonstrates cost-conscious action in all relevant areas such as personnel costs, travel costs and training costs. 
   

People Management

• Actively participates in the recruitment of new employees
• Organises work and measures team performance
• Ensures that staff have had all the information/training related to the processes/actions to be deployed and implemented
• Identifies training needs in the team and support in the search for suitable development measures
• Prepares, implements and follows-up regular team meetings
   

Process management

• Ensures the use of Group and customer tools and processes based on management objectives and customer requirements
• Ensures the implementation of process changes requested by management and customer
• Ensures compliance with and monitoring of existing processes at the best possible cost/benefit conditions
• Adherence to Policy 
• Ensure all team members adhere to the QHSE rules, procedures, instructions and operating procedures. 
• Participates in the investigation of any incident or accident and proposes corrective actions
• Actively Monitors performance indicators and takes actions to ensure live performance of the end-to-end customer experience is met. 
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation 

What you’ll need 

• Previous people management experience in an administration environment
• Good time management as well as independent, solution-oriented work and good self-organisation
• Demonstrates a detailed knowledge of and understands the direction of change in the marketplace, industry, consumer preferences and relevant stakeholders
• Ability to build and maintain cross functional relationships that support the accomplishment of business goals
• Ability to influence decision makers through compelling arguments
• Coaches team members to recognize and use each other’s strengths to achieve team goals
• Encourages the following of standard processes and makes significant effort to improve processes
• Identifies decision makers and leverages relationships to improve service/sales
• An understanding of software procurement an advantage 
• Experience of relevant business systems e.g. SAP, Salesforce, MS Office, Intranet, Internet, E-Business Tools
• Have excellent time management skills, work towards providing solution orientated work and is organised.
   

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.