Customer Service Team Leader

CUSTOMER SERVICE TEAM LEADER:

We are looking for an experienced Team Leader / People Manager, to join a growing part of the business. The Team Leader will take responsibility for leading, coaching, and developing an internal Customer Service and Support team, to deliver exceptional customer service.

Due to the nature of the work, and your interactions with internal stakeholders across the business, this is a full time, office based position, at our client’s head office in Poole.

KEY RESPONSIBILITIES OF THE CUSTOMER SERVICE TEAM LEADER:

• Oversee and manage the productivity and performance of the team, ensuring goals and targets are met consistently.
• Conduct monthly one-to-one meetings with team to provide feedback, address concerns, and offer support for professional development.
• Analyse productivity metrics and identify areas for improvement, implementing action plans accordingly and setting performance expectations to improve performance.
• Manage customer complaints procedures, to ensure a positive experience overall.
• Manage customer inbox, delegating tasks to the team and following up to ensure that tasks are achieved within agreed timeframes.
• Management the customer experience lifecycle, ensuring that any obstacles / potential issues are resolved within agreed timeframes
• Manage and respond to delivery queries / issues, ensuring that any updates are recorded accurately, and resolved within agreed Service Level Agreements (SLA).
• The Team Leader will work closely with internal stakeholders on a daily basis (Sales, Warehouse, Operations) to foster a collaborative culture and ensure clear path for problem escalation.
• Analyse productivity metrics and identify areas for improvement, implementing action plans accordingly.
• Utilise ERP, CRM, and data management software to ensure accurate and timely order management.
• Handle customer queries over the phone and via email – delegating tasks to other team members, as required.
• Maintain a comprehensive understanding of supply chain / order processing procedures and take an active part in supporting the team to deliver to customer expectations
• Collaborate with internal teams to prevent order misses and ensure accurate order processing
• Develop and maintain a comprehensive understanding of the customer base, key contacts, and order fulfilment processes.
• Work closely with the Purchasing team to ensure timely receipt of goods required for orders and demonstrate a strong understanding of business processes and supply chain management for efficient workload coordination.

SKILLS / EXPERIENCE REQUIRED:
• Strong leadership skills and experience of motivating, coaching and developing people at different levels
• Customer focused approach, with the ability to nurture lasting relationships, and handle complaints / conflict in a calm, professional manner
• Hands on experience of working in a similar environment, having gained a strong understanding of supply chain / order processing procedures
• Experience of managing KPI’s and setting individual objects, to ensure productivity across the team, and excellent service at all times.
• Ability to work well under pressure, in an extremely fast paced environment
• An agile approach, able to react calmly and decisively to the changing requirements in a busy environment.
• Excellent communication skills are essential as you will be managing the performance of your own team, but work closely with other teams across the business, to ensure overall customer success.

BENEFITS / PACKAGE ON OFFER:
• Competitive basic salary up to circa £45k per annum.
• Company Bonus scheme on offer from day one
• Modern open plan office with a friendly, culturally diverse team.
• 22 days holiday, plus bank holidays, and option to buy / sell additional days
• Employee vouchers and additional discounts on other products and services (Eye vouchers, cycle to work scheme, subsidised workplace massage, social and corporate events etc)
• Free parking on site
• Break out room / lovely staff facilities, with free snacks and free lunch every Friday

This is an exciting opportunity to join a fast growing company in Poole.  Please get in touch for more information about this role, or, feel free to submit your CV for immediate consideration, to View email address on collaboraterecruitment.com