Customer Services (Accounts) Team Leader

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Job description:

The Team Leader in Customer Services (Accounts) supervises and coordinates all aspects of franchisee statement processing and accounts receivables/credit control functions. In addition they support administration of Company Store businesses and support with insurance administration.

Key Accountabilities

The main duties of the Customer Services (Accounts) Team Leader are listed below, but it is the nature of the job that each activity will have its own range of demands which he/she will be expected to meet.

• Manage and coordinate the day to day workflow management of the team.
• Provide a high level of leadership to the team, ensuring successful delivery of team goals whilst managing and maintaining predetermined service levels
• Provide an escalation point for team members and a professional service to franchisees and customers.
• Overseeing all aspects of Franchisee/Company Store business statement administration.
• Escalate unresolved issues as required thorough the appropriate level of management.
• Coordinate open accounts and credit control for franchisees and customers as required.
• Oversee insurance claims administration.
• Manage website payment administration.
• Ensure that Company Store accounts administration is processed and reconciled on a weekly basis.
• Through the franchisee accounts representatives, ensure that all general journal postings and RA transfers/movements are processed
• Through the credit control representatives, ensure all ‘assigned accounts’ are managed in accordance with business expectations.
• Recognise and participate in continuous improvement opportunities.
• Display and evidence ‘case management’ skills.
• Be capable of liaising between different departments to ensure desired outcomes and information flow.
• Coordinate and ensure all relevant training provided to all associates, whilst maintaining a motivated and effective team environment.
• Provide performance feedback for all direct reports, complete timely performance reviews and handle any performance improvement requirements.
• Work with team members and provide mentorship to support the development of each individual.
• Undertaking any other duties that may be required to ensure the smooth running of the business/function

Person Specification

• Has obtained ‘A’ level educational standards and ideally 2 years customer service team management experience although significant non-management customer service experience will be considered.
• Is able to evidence good leadership competence.
• Is able to manage team performance efficiently including (but not exclusively) performance appraisals, absence management and team development
• Can be relied upon to ensure timely completion of task/process directly and through their team.
• At an individual level and team level, can deliver a high level of customer care ensuring stakeholders are fully updated as required
• Has excellent interpersonal skills, good telephone manner and a professional approach.
• Possesses excellent communication skills, both written and oral.
• Has a high level of competency in ICT (email, Word, Excel, PowerPoint).
• Is able to prioritise work, cope with competing deadlines and use initiative in a variety of situations.
• Understands the need for confidentiality, tact and discretion.
• Has an organised and methodical approach to administrative duties.
• Is accurate and pays attention to detail.
• Has the ability to work on their own and display initiative.

Core Competencies and Behaviours

This role requires the individual to manage a team of Snap-on associates and as such, the incumbent must be able to demonstrate the following management competencies:

Customer Focus

This competency reflects the pursuit of the highest level of customer service

• Shows respect and friendliness to customers
• Anticipates future customer needs and trends
• Focuses on identifying opportunities to benefit customers
• Talks and listens to customers to clarify their real needs and expectations
• Strives to resolve customer concerns
• Offers advice and guidance in responding to customer enquiries

Adaptability/Change Management

This competency reflects the ability to respond & adapt to changing circumstances and to manage, solve problems and provide solutions in a climate of ambiguity

• Suggests ideas for possible improvements
• Adopts ideas used successfully elsewhere
• Translates ideas into practical solutions
• Enthusiastically accepts beneficial change
• Identifies when changes are needed
• Generates innovative ideas and solutions
• Challenges conventional views to benefit the business

Delivering Results

This competency reflects the ability to focus oneself and others on achieving specific outcomes

• Effectively implements company initiatives
• Manages projects successfully from inception to delivery
• Is able to progress several issues simultaneously
• Encourages others to aim high and exceed normal expectations
• Challenges those who fail to achieve the required standards
• Focuses effort on priority tasks and activities to achieve maximum results
• Sets realistic deadlines, tasks and standards for others

Relationship Building

This competency reflects the ability to get on well with a wide range of people and build long term trusting relationships

• Is good at resolving people issues before they get out of hand
• Builds rapport with people
• Notices when others need help and support
• Goes out of way to develop trust in relationships
• Is sensitive to the unspoken feelings of others
• Brings tensions to the surface, helps to resolve conflicts and produces a positive outcome
• Looks for common ground and builds co-operation even in difficult circumstances


This competency reflects the ability to give and gather information and to actively manage the communication process

• States own views clearly and concisely
• Listens to and considers others’ views
• Asks questions to find out others’ real views and check understanding
• Tackles disagreement constructively
• Conveys complex information in plain language
• Has a manner, style and presence that makes a positive impression
• Uses electronic communication channels appropriately and in a way that generates a positive reaction in the recipients

Decision Making

This competency reflects the ability to evaluate or judge the best course of action and to make decisions at the appropriate speed

• Can make considered decisions quickly when necessary
• Thinks on feet to develop solutions
• Applies common sense when making decisions
• Seeks expert advice or objective opinions before making decisions
• Is prepared to be influenced by sound arguments and new information or evidence
• Is prepared to take tough decisions and is prepared to see them through


This competency reflects the ability to influence and persuade others

• Makes a strong & positive impact in a group
• States own views & opinions & backs them up with clear evidence
• Is persuasive without being aggressive
• Has the appropriate skills to turn objections into positive outcomes
• Anticipates how people are likely to react and prepares appropriately
• Continually assesses a situation and adapts behaviour accordingly
• Is good at influencing senior people and winning support for a case

Planning and Organising

This competency reflects the ability to plan, organise and prioritise work. Balancing resources, skills, priorities and timescales to achieve objectives

• Ensures own work is accurate and timely
• Identifies clear targets and priorities
• Concentrates effort on priorities
• Allows for contingency in plans
• Holds structured, productive meetings
• Reviews and reassesses plans and priorities on a regular basis
• Plans for the long term

Strategic Awareness

This competency reflects the ability to steer self and others towards a goal using strategic vision to focus business activity

• Knows how own contribution fits with business strategy
• Translates the strategy so that others understand it
• Helps others to understand how their achievements contribute to broader objectives
• Empowers others to set and achieve their own goals in line with the organisation's overall objectives.
• Resists pressure to serve short term interests at the expense of strategic goals
• Displays a clear sense of vision, direction and belief
• Takes account of the corporate impact of local decisions

Innovation/Creative Thinking

This competency reflects the ability to generate new ideas through original thought

• Is able to make progress by looking at things in a new light
• Able to come up with new ways of doing things that get people thinking
• Challenges current thinking to foster innovation
• Tries things out to seek new and better ways of doing things
• Thinks 'outside the box' to come up with innovative ideas
• Finds innovative solutions to problems through persistent curiosity

Conceptual Thinking

This competency reflects the speed of understanding, mental dynamism and the ability to grasp and create concepts and models

• Is able to interpret data to recognise underlying trends
• Can see meaningful links between different pieces of information where appropriate
• Quickly grasps essential details when dealing with unfamiliar information or situations
• Is able to make sense of complex information by using appropriate methods and tools such as graphical representation or statistical analysis
• Is able to quickly grasp and understand a wide range of subjects
• Is able to juggle multiple ideas and bring them together appropriately
• Explains abstract ideas by using models that others can understand
• Focuses on the bigger picture without getting immersed in the detail
• Rises above the current situation to see the wider issues
• Able to take a complex concept and turn it into a practical interpretation

Analytical Thinking

This competency reflects the ability to analyse, investigate & interpret data, issues & situations

• Able to methodically analyse large amounts of information and draw out the right conclusions
• Backs up conclusions with logical analysis
• Is able to bring together information from a number of different sources when forming a decision
• Clarifies key issues before reaching a decision
• Weighs up the pros and cons of alternative solutions
• Judges issues objectively, avoiding personal bias
• Formulates clear and specific proposals for action

Applied Professional and Technical Skills

This competency reflects the ability and expertise to apply technical, professional and operational knowledge and skills

• Has working knowledge of relevant professional practices
• Applies professional knowledge and experience on a day to day basis
• Provides technical and professional support to less experienced people
• Has sufficient depth and breadth of skill to deal with out of the ordinary situations
• Is able to use their specialist knowledge and expertise for the common good
• Maintains and develops professional and specialist knowledge

Integrity and Ethical Management

This competency reflects the ability to work ethically according to professional & company values

• Accepts responsibility for own work & decisions
• Admits mistakes
• Sticks to decisions which have been made and stays true to their word
• Gives credit to deserving parties and does not take credit for the work of others
• Maintains principles even if short term commercial advantage is compromised
• Is loyal to the company and its principles
Uses positional and personal power with care and restraint
• Effectively manages and reports business in line with governance guidelines as outlined within corporate Sarbanes Oxley mandates

Developing Others

This competency reflects the ability to improve performance through training and development of individuals and teams

• Accurately identifies what people are good at and where they have potential to develop
• Understands people's strengths and aspirations and takes them into account when allocating responsibilities
• Sets and agrees objectives with people and monitors their progress
• Provides personalised coaching and support to others
• Promotes the idea of continuous improvement
• Creates a positive learning environment
• Encourages others to stretch themselves


This competency reflects the ability to focus on own development and to take action to learn

• Sees own development as important
• Is able to accurately identify own development needs
• Takes responsibility for setting up their own learning opportunities
• Reviews & consciously learns from experience
• Evaluates own performance
• Actively seeks feedback to assist with continuous self-improvement
• Open to learning

CV’s/letters of application should be emailed to employment@snapon.com

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Please send your CV and covering letter to employment@snapon.com.

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