Delivering Gas Solutions To The British Industry.
Energas is a key part of the Air Liquide Group presence in the UK. Energas are a leading service provider of cylinder gases to a variety of industry sectors in the UK, delivering a local and personal service, combined with global quality products and expert technical support. Energas supply a comprehensive range of cylinder gases to suit the needs of industry from stock. All of our cylinder gases are available in a variety of sizes, ranging from small portable cylinders through to high capacity cylinder packs.
For over 60 years we have provided the best industrial gas supply and service, we continue to strive to exceed our customer's expectations every day.
We pride ourselves on offering a responsive, high quality and local service.
How will you CONTRIBUTE and GROW?
The Customer Service Team Lead is accountable for maintaining Energas focus on outstanding customer experience and ensuring resources are motivated and managed effectively to meet customer demand. This includes ensuring it is easy for customers to work with us by taking ownership of queries and problems through to resolution. Delivery of customer service is supported by adherence to all mandated administration processes and compliance with Health & Safety requirements.
Plan and organise the Customer Service team ensuring all processes are adequately covered and service is at least at agreed level.
Ensures adequate communication channels are established and maintained to improve and promote teamwork and workforce motivation.
Share knowledge, experience and information with others.
Monitors activities to ensure each person has adequate skills and competence to achieve.
Adapts approach/style of interaction depending on the people and/or situation.
Identifies staff shortages when they occur and arranges appropriate cover.
Works in collaboration with others to achieve own and team objectives.
Seeks staff feedback, listens to concerns and takes appropriate action.
Commits to decisions made with the team.
Persuades and influences others to gain buy in and trust.
Ensures personal involvement in motivating, coaching and supporting their team.
Provides regular feedback and recognition.
Identifies and raises awareness of any employee training needs.
Conducts investigations as part of the disciplinary/grievance process.
Conducts return to work interviews with employees as required.
Manages employee attendance including holiday and sickness records.
Monitors performance against targets/KPIs and proactively manages performance issues arising, including PDR process.
Takes personal ownership of actions and their consequences and expects the same from others.
Capable of covering all duties listed in the Customer Service Advisor Job Description as required.
Handles requests from customers in a local site/depot or branch environment. Includes new account and pricing set up, order entry and queries and internal communication with operations and sales teams
Raises manual notes for permitted scenarios and updates Manual Log
Raises credit notes adhering to the credit note request procedure
Takes payments from customers and reconciles banking for gas (and equipment, if applicable)
Calculates commission payments to agents and makes adjustments to cylinder holdings
Completes manual template to create Proforma Invoices as required
Provides rapid resolution to issues and assesses when a contact requires escalation or referral to an expert
Develops and maintains knowledge of products, services and systems as required
Identifies sales opportunities for referral to the sales team
Develops strong long term relationships with customers and agents to fully understand their needs
Provides proactive service to select customers based on outbound contact
Manages work within KPI / target framework to optimise customer experience and productivity
Encourages customers and agents to shift from legacy contact channels to digital
Carries out other tasks to support the customer facing operations at their location and also other branches or sites/depots on an ad-hoc basis
Are you a MATCH?
Good literacy and data analysis skills
Confident and clear communication skills across all contact channels
Capable of prioritising workload and solving problems
Able to remain focused in a busy telephone environment
Willingness to learn about industry, products, customer and agent requirements
Familiarity with customer experience measurement (e.g. NPS)
Telephone based sales (inbound and/or outbound)
Previous experience of asset tracking software
Team orientated
Consistent and leads by example
Takes decisions based on facts
Listens, seeks feedback and supports others
Has integrity and respects confidentiality
Enthusiasm with customer centric attitude
Positively influence change to optimise business efficiency
Willingness to contribute to business improvement initiatives
Shares information and is supportive to colleagues
Minimum of 5 GCSEs (at grade C or above including Maths and English)
Previous customer service and/or sales experience in a branch environment (B2C)
Previous experience in people and workplace management
Continuous improvement, Lean or similar experience or qualification
Customer service experience in a digital environment (e.g. website support, web chat service etc.)
This role requires travel to our Gateshead site as well, so a driving licence with access to a vehicle is essential
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world