Janta Service Team Leader Job

Service Team Leader Job, Current Customer Service Jobs in Kenya 2022,

Industry: Service Industry

Job Purpose

To lead, coordinate, and develop a highly motivated team of individuals and teams to ensure that they provide world class service to our customers, and overall optimization of branch service performance whilst complying with all internal and external policy and legislative regulations.

PRINCIPAL DUTIES & RESPONSIBILITIES (KPI’S)

• Agree individual and team service targets with Branch Manager in order to deliver the Branch’s / Company’s business goals.


• Manage a team of service colleagues comprising Service Programers, Supervisors, and Technicians to achieve agreed individual and (branch) team targets; includes conducting regular reviews with each direct report to direct performance against targets, including making appropriate interventions – such as developmental initiatives, or taking necessary disciplinary actions, to assure / ensure effective corrective
  action is taken.


• Ensure that individuals and the team are competent and fully trained to the professional level laid down by the Company for the work that is being allocated to them.


• Ensure that new recruits are not permitted to work unsupervised until training has been completed and competence has been established.


• The Team Leader is responsible for maintaining accurate and adequate records to demonstrate this.
  (formal induction defines Company standard/ technical training / competence assessment – documented
  process)


• Participate in the support or re-training of personnel – (service, sales, QA & admin), as well as training / retraining of customer personnel on technical matters and material (products and service). (in collaboration with the Divisional Technical management team.)


• Conduct regular In-Field Coaching sessions (a minimum of 4 per service colleague per year); and when required, do remedial service field training, with all service colleagues. Maintain accurate records of all coaching and training. Conduct a formal Technician Performance Assessments (TPA) at least once per year, and provide formal feedback to the service colleagues.


• Analyse TPA results in order to identify competency gaps and arrange necessary training to ensure technician competency is improved continually and meets the required minimum standard as defined in the TPA. Liaise with Branch Manager and other supervisors to ensure that use of training resources are coordinated and used optimally. Initiate the necessary and appropriate remedial action to correct any
  shortcomings.


• Ensure all relevant company policies and procedures are understood and adhered to by the service team e.g. OH&S, Human Resources, Security Policy Compliance etc. – keep appropriate and accurate records of training / attendance.


• Complete regular Supervisory Quality Assurance checks on client’s premises to ensure that each technician is maintaining appropriate service quality; intervene with appropriate corrective actions when necessary and conduct regular reviews with customer site management to assure maintenance of good client relationships. Formally record and report all QA visits on the system. Confirm Quantity – check KPI


• Ensure that all customers are serviced on time by managing the Service Programmers and service team to achieve & exceed their productivity targets. Analyse and use service reports (e.g. manpower planning & productivity), taking the necessary steps to maintain a world class standard of service at all times.


• Ensure all customer complaints are resolved professionally including following up to ensure resolution and that the customers’ satisfaction is achieved. (CCM management). Evidence of competitor activity at the client level should also be recorded and communicated to the Branch Manager & Customer Retention Officer.


• Customer Retention – actively participate in the business unit customer retention strategy, by personally conducting regular customer account reviews. In addition, ensuring that the service department and personnel respond to all service related customer enquiries in a prompt and appropriate manner, at all times.


• Ensure that both individual technicians and the team maintain acceptable productivity levels (in alignment to Branch / Company Standards) including planning/managing/authorising overtime, annual leave and sick leave coverage. Seek to drive year on year improvement in each KPI.


• Ensure effective and timely communication across the team by holding regular team meetings (minimum monthly). Reporting on individual and team performances to the Branch Manager, with quarterly Technician Performance Assessments (TPA).


• The Team Leader must be Health, Safety & Environmentally centric and compliant – able to create and maintain an environment which meets local HS&E standards, regulations and requirements.


• Ensure that only the correct and approved tools for the job are made available, issued, maintained and replaced as necessary for the entire service team, and that each service colleague is properly trained in the correct, proper and safe use of all equipment, and that this competency is regularly checked and verified by the Supervisor. (Including vehicle, Personal Protective Equipment, Personal Protective Clothing, Respiratory Protective Equipment, & general equipment as applicable).


• Ensure that only the correct and approved chemicals, from approved suppliers, are issued and used, in a safe and standard manner, in the rendering of quality service treatments on customer premises – in line with all Standard Operating Procedures and Safe Work Procedures.


• Ensure that all direct reports, and Technicians’ qualifications and registrations are relevant and valid at all times. Encourage all technicians to further their studies and improve their qualifications. Manage and administer records accordingly.


• Manage and maintain service data – using all facilities, resources and reports available – to ensure accurate reporting, and system information (inputs and outputs). Take the necessary action to correct data, and planning as required. (iCABS / Progress)


• Be responsible and accountable for Service costs, and manage resources in line with the business units agreed monthly / quarterly / annual forecast and targets.


• Resource and asset management: Including: fleet, manpower, time, overtime, HR / IR matters, leave of absence, stock, preparations, store rooms, fixed assets, consumables, and utilities. Identify, manage and mitigate risks promptly and efficiently in collaboration with the Branch Manager.


• Spend infield time with service staff / customer facing tasks – to maintain a high level of morale and quality

SKILLS & KNOWLEDGE

• Hygiene


• Familiarity with recognised standards in Hygiene practices


• plus 3 years Supervisory / Management experience (preferably within the services sector)


• Valid driver licence.


• Computer literate – Word, excel, power point, other


•  Excellent planning and organisational skills


• Excellent numeracy skills


• Highly developed communication skills (Written/Verbal/Non-verbal)

QUALIFICATIONS AND/OR EXPERIENCE

• College education with at least Diploma/ or equivalent.


• Customer Management / CRM experience.


• HR / IR / ER knowledge / application

QUALITIES & ATTRIBUTES (BEHAVIOURS)

• Strong behavioural connection with values of service, relationships and teamwork


• High energy level / self – motivated


• Team player / collaborative / initiative focusing on achieving the companies objectives


• Proactive behaviour


• Reliability and high integrity


• Assertive and self-confident

CRITICAL COMPETENCIES (WL2)

Service

Deliver Results

• The ambition to achieve goals/objectives and the discipline, organisation and perseverance to deliver outstanding customer service. Work Level 2s need to focus on delivering what’s required.


• Establishes SMART objectives for self and others


• Is enthusiastic and works with energy to achieve company standards and goals


• Monitors progress of objectives and takes action to ensure delivery to agreed timescales, and cost


• Plans, organizes and prioritizes workload effectively

Act Commercially

• The ability to gather and make sense of large amounts of information and apply it to make business and customer focused decisions. Work Level 2s need to use business thinking to make decisions.


• Uses experience to solve current problems


• Uses a straightforward and practical approach to handling business issues


• Understands how own actions impact on costs and finds the most cost
  effective solution to meet needs

Relationships

Manage Self

• Managing emotions to remain calm, focused, and optimistic while dealing with a constant stream of demands.


• Is aware of own feelings


• Manages own feelings to remain clear and focused


• Has positive expectations that things will work out


• Is aware of own development needs and takes steps to improve these


• Knows how to take care of themselves so they can be at their best

Coach and Develop
(TEAM LEADERS)

• The encouragement of long term development of others to build capability. Ability to provide structure and provide consistent feedback.


• Trains team members by giving directions or demonstrations


• Gives practical support or assistance to make job easier for the other individual (i.e. volunteer’s additional resources, tools, information, expert
  advice, etc.)


• Asks questions, devises tests, or uses other methods to ensure that others have understood explanations or directions


• Gives support to others and praises more than criticizes


• Recognizes success

Teamwork

Work with Others

• Builds relationships and collaborates with others (e.g. customers, colleagues, partners & suppliers) to achieve our mission.


• Offers help and advice when asked


• Is supportive and/or positive of other members of team


• Freely shares information knowledge and experience within own team and
  with other departments / business units)


• Commits to team decisions

Display Leadership
(TEAM LEADERS)

• The ability to inspire others to achieve business objectives whilst holding them accountable for high standards of performance. Reg Business Managers need to make the team effective and hold individuals to account.


• Gives clear directions – ensuring communications are clear and simple


• Communicates objectives and shares helpful information with the team/individuals


• Listens to individuals and includes their ideas in decisions made


• Conducts regular team meetings to share information and listen to ideas and
  concerns


• Adapts style to suit customers and colleagues

Women are highly encouraged to apply.

How To Apply

If you are up to the challenge, possess the necessary qualification and experience, please send your CV to vacancies@jantakenya.com on or by 24th January 2022.