** Position Description**

**Customer Service Team Leader** Location **UK - Royston** Sector **Efficient Natural Resources** Requisition Number **14503** **Vacancy: Customer Service Team Leader

Location: Royston / Hybrid

Job Family: Commercial**

Together for a cleaner, healthier world.

As the Customer service team Leader you will take responsibility for mentoring and leading the small Metal Joining Customer Service Team to provide exemplary service to our customer base. You will not only supervise the Customer Service Team but also manage your own workload - heavy email traffic, customer order processing and answering telephone calls. You will support your team with any complaints / supply cain issues that come in and be the escalation point to ensure customer satisfaction. You will use your coaching skills to support a continuous improvement program alongside the Customer Service Manager.

Your goal / purpose will be to coordinate the day-to-day activities of the team and managing the interaction with other departments. You will maintain the management of a customer portfolio ensuring excellent service levels are achieved within your team. You will prepare and conduct Annual appraisals with your team and help to set their objectives to ensure success. Your success will contribute to the success of the metal joining team and ensuring the company reputation remains in good standing among its customers.

Johnson Matthey is a global leader in science that enables a cleaner and healthier world. With over 200 years of sustained commitment to innovation and technological breakthroughs, we improve the function, performance and safety of our customers products. Our science has a global impact in areas such as low emission transport, pharmaceuticals, chemical processing and making the most efficient use of the planets natural resources.

Efficient Natural Resources is an autonomous business, one of four sectors within Johnson Matthey, with revenues of circa 1 billion (circa 7 billion including precious metals) and operations worldwide. Platinum Group Metal Services (PGMS) is one of four businesses within the Efficient Natural Resources Sector that manages, distributes, refines and recycles precious metals and fabricates products using precious metals and related materials. The business unit also manufactures platinum group metals, minor metal compounds, organometallics and fine metal powders for high technology applications, as well as providing a range of management services for platinum group metals.

**Your responsibilities:**

To prepare quotations, and place orders for customer requirements with established systems and procedures to ensure goods are delivered within required timescales.

To develop strong and productive customer relationships

To ensure procedures for customer orders are met/ exceeded; these include forecasting, budgeting, order processing and progression, metal management, financial, (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies to maximise customer satisfaction and safeguard the Company from risk.

To ensure customer complaints are owned by the customer service team, investigated by the business with corrective action implemented to the satisfaction of the customer.

To ensure effective training is carried out for new and existing staff

To evaluate & feedback the team's working efficiencies e.g. resource allocation, service improvements and KPI/OTD measurement.

**Requirements for the role:**

Excellent demonstrable customer service skills

Experience of working in a customer service / sales order processing environment

The ability to use and quickly learn new process ordering systems and be proficient in excel

Excellent communication and interpersonal skill

The ability to manage difficult situations with respect and customer focus

**How you will be rewarded:**

We offer a competitive compensation and JM Elements benefits package including bonus, excellent pension contributions and 25 days annual leave. Our JM Elements Benefits programme helps our employees understand and manage the JM benefits, as well as helping you focus on your overall wellbeing for you and your family.

We use our inspiring science and technology to enhance lives. For those who are passionate about sustainable solutions and shaping our markets, we offer stretch and a wealth of diverse opportunities.

Well give you freedom to bring your whole self to work and be part of a team where difference matters and all voices are heard, that genuinely cares for you and where your contribution is appreciated. Well empower you to lean in and make things happen, to create solutions and value for our customers. United by our values and vision, were self-starters sharing the same values and accountability and always with a shared commitment to doing the right thing. Were passionate about making a difference and delivering a better tomorrow for us and for you a cleaner and healthier world, today and for future generations.

**How to apply:**

If you have the necessary skills and experience to join our team, please apply online. For any queries or should you require any reasonable adjustments to support your application please contact UKRecruit@matthey.com.

Internal applicants should advise their line manager before applying.

**Closing date for applications**: 6 March 2022

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

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