Description: The Opportunity

Our client is a global leader in the sale of Hi-Fi accessories. They are looking for Technical Customer Service Team Leader who understands this marketplace.

You will be:

A confident, determined individual with a passion for all things 'audio-visual' to lead their 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.

WHAT YOU WILL DO FOR OUR CLIENT?

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
Maintain a professional environment for the Sales Customer Service team to thrive through efficient and effective problem-solving and increased customer satisfaction, increasing sales revenue.
Define and communicate the business's KPIs and targets to Sales Customer Service Agents regularly, analyse consumer and market behaviour patterns, and continually define strategies to optimise the business's commercial performance.
Manage Human Resources effectively to ensure efficient and adequate staffing to facilitate business growth, guide and steer personnel to optimise their skills and KPI performance to achieve a harmonious balance of sales revenue, customer satisfaction and employee happiness.
Support their diverse customers by walking them through the technical information in an easy-to-understand way.
You will drive excellent growth in this AV Connectivity solutions business through deep engagement with customers and putting their needs first.
To ensure success, you must maintain an expert understanding of AV Cabling and Connectivity products. Our client has over 5000 product lines, so you will receive in-depth training to assist in this. You will need to spend time learning about products independently too.
You will need to use your product knowledge to support customer enquiries by phone, email, face-to-face, and social media.
Problem-Solving. Over time, you will need to become competent in troubleshooting AV installations within a home networked and business environments.
Engaging with Customers-Through building relationships, you can build customer and brand loyalty which in turn will increase revenue. Ask customers to change poor reviews if satisfied. Trusted Shops, Trust Pilot, Google Reviews and Product Reviews on our client's website.
Brand Protector- Dealing Directly with customers regarding complaints and queries. Resolve to a satisfactory conclusion by considering customer requirements and protecting the interests of our client.
Minimising Order Cancellations- Engaging with customers to minimise cancellations by understanding customer requirements and offering technical or customer service solutions to save the order.
Engaging with Customers regarding the 60-day money-back guarantee.
Suggest new products which customers are enquiring about and are not listed on the website.
There are no sales targets. We don't believe in them. We believe in ensuring the customer gets honest advice, the right product to meet their needs, and the right price to suit their budget and on time.
Through daily reporting, you will show how successful you are and all the great things you are doing.

Based in Herts, salary will be £35k-£45k p.a. neg. doe plus benefits.

Your skills, abilities and experience

You will demonstrate exceptional leadership skills, portraying an ability to move and inspire your 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.
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
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

WHAT EXPERIENCE DO YOU NEED?

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.

The Organisation

Our client is an award-winning and highly successful independent UK based company with over 300,000 customers worldwide. They have a real passion for Hi-Fi and Home Cinema cables as well as AV Connectivity solutions and can offer you a real career opportunity with superb training throughout.

WHAT THEY CAN DO FOR YOU?

They 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.

The Recruiters

AV Jobs are the No. 1 Audio Visual recruiters in UK and Europe working with clients and candidates to ensure a perfect job fit every time.

Job Type	Permanent Full Time
Location	United Kingdom
Area	Hertfordshire, United Kingdom Hertfordshire United Kingdom United Kingdom
Sector	Sales Sales - Audio Visual Sales - Residential Engineer Engineer - Technical Support
Salary	£35000 - £45000 Per Annum Neg. doe plus benefits
Currency	GBP
Start Date	ASAP
Advertiser	AV Jobs
Job Ref	AV30202

AV Technical & Customer Service Team Leader

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