Customer Service Team Leader

Due to continued growth we are seeking to appoint a Customer Service Team Leader to join a leading PLC listed manufacturing organisation in the Stoke on Trent area. The company have a long-standing reputation for providing quality products and high levels of customer care, in which people and service are at the core of their operations. As a business, they are passionate about investing in their people and as such, are able to offer training, and personal development opportunities across the organisation, as well as hybrid working.

Within the position you will report to the Head of Customer Services leading a team of circa 12 highly experienced customer service representatives. The position would suit an experienced Customer Service Team Leader, Customer Service Manager, or Customer Service Supervisor who has a passion for leading, coaching and developing customer teams and supporting operations.

What's in it for you as Customer Service Team Leader?

• A permanent opportunity to join a leading and secure UK manufacturing organisation
• Hybrid working
• Training and personal development opportunities
• The ability to make tangible improvements to the overarching customer service and order processing experience, by driving improvements to systems and processes
• Days based position Monday to Thursday 8.30am to 5pm with an early finish on a Friday
• Salary circa 30k per annum, company pension matched up to 10%, hybrid working opportunities
• Additional benefits as associated with a PLC listed business, shopping and holiday discounts
• Potential share option scheme

Key Requirements of the Customer Service Team Leader:

• Customer Service Team leading experience
• Experience of coaching mentoring and developing customer service teams
• Strong Microsoft skills; Word, Excel, Outlook etc
• The ability to manage and coordinate customer service teams

Key Duties of the Customer Service Team Leader will entail:

• The training, coaching and mentoring of a team of customer service representatives
• The ability to field calls and emails from customers, dealing with issues and complaints, being the first point of contact for escalations, or concerns
• The monitoring of KPI's to ensure the delivery a world class customer service experience by improving processes and systems along the way

If of interest, please apply now!