AV Technical Team Leader / Customer Service

Salary: £42,000 – £54,000 per year

Our client is a well-established specialist e-commerce retailer. As a company, they differentiate themselves from the competition by delivering excellent service and adding real value during customer engagement.

WHO ARE WE LOOKING FOR?

• A confident, determined individual with a passion for all things “audio-visual” to lead our team of Technical AV consultants in their quest to deliver industry-leading customer service.
• Business-minded and devoted to providing an outstanding experience for each customer.
• Eager to tackle challenges, engaging, enthusiastic, outgoing and willing to learn.
• Ability to be proactive and flexible, to build relationships and really listen to customer needs in a highly customer-facing role in a fast-paced work environment.
• Embodies a natural aptitude for technical problem-solving, leading a team, and customer service.

Roles and Responsibilities

• Provide leadership for members of the Sales & Customer Services team quickly, calmly and confidently address customer issues with sophisticated technical knowledge, astute commercial acumen and a sophisticated understanding of the consumers’ needs, market trends and competition to provide unsurpassable customer service
• Maintains a professional environment for the Sales & Customer Service team to thrive through efficient and effective problem-solving and increased customer satisfaction, increasing sales revenue.
• Defines and communicates the business’s KPIs and targets to Sales & Customer Service Agents regularly, analyses consumer and market behaviour patterns, and continually defines strategies to optimise the business’s commercial performance.
• Manages Human Resources effectively to ensure efficient and adequate staffing to facilitate business growth, guides and steers personnel to optimise their skills and KPI performance to achieve a harmonious balance of sales revenue, customer satisfaction and employee happiness.
• Support our diverse customers by walking them through the technical information in an easy-to-understand way.
• You will drive excellent growth in our AV Connectivity solutions business through deep engagement with customers and putting their needs first.
• To ensure success, you must maintain an expert understanding of our AV Cabling and Connectivity products. We have over 5000 product lines, so you will receive in-depth training to assist in this. You will need to spend time learning about our products independently too.

Required Skills and Abilities

• Demonstrate exceptional leadership skills, portraying an ability to move and inspire their team in a unified direction and vision
• You must possess outstanding communication skills that are especially important in enabling effective communication in your interactions with your team, consumers and external partners.
• Excellent technical knowledge and understanding of AV equipment and system design/operation, including the latest products and technology.
• Demonstrate excellent service desk ethos, organisation, record keeping and professional discipline. Need exceptional ability to identify the root cause and resolve complicated technical issues quickly
• Possess a flair and systematic approach to problem-solving, attention to detail and driven by customer satisfaction.
• Efficiency-driven, excellent time management and organisation skills and the ability to multi- task and time manage/prioritise in a fast-paced setting.
• Well-versed in the art of influencing, listening to customers’ needs then providing a customised solution that meets their needs. Ability to overcome barriers and objections by tailoring cutting-edge knowledge of products to customers’ needs.
• Motivated to improve training and skills through Manufacturer courses and to take time to self-learn using manuals and other product information.
• Computer literacy is essential. You will have mid-advanced skills in Microsoft Word/Excel/Outlook. You will be familiar with using e-commerce systems to add, change and edit orders
• Advanced and excellent interpersonal, verbal and written communication skills and the ability to interact professionally with a diverse group. We are looking for candidates who also have a positive attitude and a good sense of humour
• Ability to work independently and in a team environment. Highly motivated and self-reliant with the ability to learn quickly

Experience required

Ideally, you will have five years of technical customer service experience and two years of experience as a Team Leader. You may have gained this by working for an online or offline retailer. You need to have experience with AV products and a working knowledge of how different AV equipment can be connected. Understanding AV connectivity equipment, such as splitters, extenders, extenders, etc., would be valuable but not essential.

What we have to offer

We will provide you with best-in-class training, the opportunity to grow your career to the next level, and the opportunity to gain invaluable online retailing skills. This is a first-class opportunity to work with a great team and to benefit from a rewarding role. Working for an established and professional organisation with an original approach and a bright future. Working in a friendly, supportive and dynamic organisation with a competitive salary. A real opportunity for progression within a leading e-commerce-based retailer.