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Customer Success Team leader

Location: UK - Hatfield, UK - London, UK - Manchester, UK - Reading | Job-ID: 197561 | Contract type: Standard | Business Unit: Office & Administration

 

Customer Success Team Leader 


We are hiring a Customer Success Team leader situated within our Technology Sourcing business.  If you are passionate about providing excellent customer service, commercially focussed, alongside developing the skills sets of your team then this could be the role for you.  

The role will sit within our Customer & Sales Order Management Team in Hatfield reporting into a Customer Executive Manager.  The Team Leader 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 be doing? 


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 bring 

 

  • 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
  • Determines a detailed knowledge of and understands the direction of change in the marketplace, industry, consumer preference 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.

 

Why should you join the Customer & Sales order Management team at Computacenter 

 

This is a fantastic opportunity for you to join a thriving team giving you the ability to contribute to the processes and success of this team. You will also be able to develop your career with us. Computacenter invest heavily in our people, ensuring you are constantly evolving. 
We are a company where people matter. We are diverse, flexible, and open. We are family friendly, supportive and offer flexible and home working. We have a can-do attitude, and we aim to support and grow our Computacenter family in whichever direction they choose to go, be that up or to a completely new part of the business.


About us


Computacenter is a leading independent technology partner, trusted by large corporate and public sector organisations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. 
We are a public company quoted on the London FTSE 250 (CCC.L) and employs over 18,000 people worldwide. 
We are a company where people matter. We are diverse, flexible and open. We are family friendly, supportive and offer flexible and home working. We have a can-do attitude and we aim to support and grow our Computacenter family in whichever direction they choose to go, be that up or to a completely new part of the business.

 

Current information for our applicants

We have made our application and recruitment process virtual, we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 18,000 employees worldwide and a global revenue of £6.7 billion (2021). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter

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