Customer Service Lead

Customer Service Lead

Sharpsmart is a leading provider of innovative waste management solutions, committed to delivering exceptional service and operational excellence. Our Spennymoor facility plays a vital role in supporting our healthcare clients by ensuring safe, efficient, and compliant waste disposal. We pride ourselves on fostering a collaborative and dynamic work environment where continuous improvement and customer satisfaction are at the forefront of everything we do.

The Customer Service Lead be responsible for delivering outstanding customer service at the Spennymoor facility. This role focuses on managing customer interactions, ensuring timely and effective resolution of customer requests and complaints, and driving customer satisfaction through proactive communication and support. The Customer Service Lead will work closely with internal teams to ensure a seamless customer experience and uphold Sharpsmart high standards of service.

What Your Role Will Involve

• Effectively managing tasks and case/project ownership with team-members in a timely manner and holding yourself and your team members accountable to targets and dashboard metrics
• Operational System facilitation including routine administration duties, maintenance and new customer/route/vehicle set up
• Report, investigate and resolve (where applicable) customer requests and complaints ensuring a high degree of accuracy and timeliness in reporting and issue escalation
• Ensures completion of all regulatory compliance and customer processes are completed on time and flagged if action or escalation is required.
• Translate and adjust customer changes with production (physical communication on production floor)
• Work closely with the Site Manager, Plant Supervisor and Transport Supervisor to ensure timely and efficient delivery is being met at all customer locations and driving process improvements where gaps are identified. Monitoring required include:
• Customer account installation paperwork, scheduling, stock and logistics/service coordination is all executed on time
• Liaising with your team, customers and Operations Manager, as well as other department stakeholders on account changes (billing, field service. Sales and National CST)
• Constantly look for new ways to better/improve customer and administrative processes and drive business-unit-level ownership of process improvement initiatives
• Provide project and KPI accountability for team members and facilitate task and performance management discussions to strengthen the quality and timeliness of team deliverables
• Constantly look for new ways to develop the skills and competence of team members and the contribution they can make to stronger processes, efficiencies, or quality of work

Candidate Profile

• Minimum 3 years of experience within the customer service and administrative lead role
• Experience of working in a similar operational/production environment
• Ability to use Microsoft office packages to an intermediate level
• Good planning and organizational skills with the ability to multitask and prioritize
• Used to working in a fast paced environment
• Experience of using CRM system and multiple reporting systems
• Proven experience within process improvement