Customer Services Team Leader - Yokogawa Marex

Job Posted: 4 November 2024

• Contract Term: Permanent
• Location: Cowes, Isle of Wight
• Contract Type: Full time
• Salary: A competitive salary, depending on experience, and additional benefits.
• Industries: Customer Service General Office IT

Yokogawa Marex has an exciting opportunity for a Customer Services Team Leader. 

Reporting to the Sales and Service Manager, as the Customer Service Team Leader, you are responsible for providing world class customer service to our global customers maximizing the value delivered by our software solutions. 

You will prioritize and coordinate projects, activities, and issues to meet agreed timescales and commitments, always looking for opportunities to improve processes, workflows, and service levels. 

You will motivate, coach, and develop the Customer Service Team ensuring the service delivered to our customers is of the highest standard. 

You will build strong working relationships with stakeholders across the global Yokogawa organization and support the Yokogawa Marex Management Team to achieve company goals and objectives. 

Yokogawa Marex is a specialist software solutions company developing and delivering software solutions providing valuable insights and actionable information to operate facilities effectively, efficiently, and safely in a profitable and more sustainable way. 

As a Customer Services Team Leader you will:

• Provide leadership and direction for Customer Services activities
• Provide regular and accurate departmental reporting against service level agreements and KPIs
• Prioritise, coordinate and monitor activities to ensure timely and satisfactory completion
• Identify, prioritize, and escalate support calls
• Coordinate with customers to provide leadership, guidance and resolution of issues
• Coordinate project execution resource allocation and reporting
• Recommend and implement new procedures and workflows to improve customer service
• Lead, develop, support, and motivate team members to maximize their own and team performance

We are looking for a colleague with:

• Degree level technical qualifications in engineering or software-related subjects
• Strong customer service background in software
• Experience in motivating and leading a team
• Experience and strong working knowledge of Microsoft Office (Excel, Word, PowerPoint)
• Experience of working to deadlines, prioritise and schedule tasks effectively
• Evidence of following procedures, with a very good eye for detail and correctness
• Thrive on problem solving, with a good analytical and methodical approach
• Excellent communication skills both verbal and written
• A desire for continuous quality improvement 

Desirable but not essential:

• Background in project management
• Knowledge of Process Automation Software
• Knowledge of Software Development 

What you can expect from us: 

• Working from our offices in Cowes, on the Isle of Wight.
• 37 hours per week (Monday to Friday), with flexibility required to meet customer and business needs.
• A permanent contract with a competitive salary, depending on experience.
• Benefits, including pension with company contribution, death in service cover, bonus, healthcare, 25 days holiday plus bank holidays with increments based on length of service.
• Exciting challenges within a global organization that encourages a high degree of individual responsibility, with excellent career opportunities.
• Innovative and advanced high-technology products and services.
• Opportunities for international travel.

Closure Date: 18/11/24

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