Customer Service Team Leader (Maternity Cover)

Job Title:Customer Service Team Leader

Salary:£27,227 per annum

Contract Type:Temporary, Full-time (Maternity Leave Cover)

Contracted hours:40 hours per week (5 days out of 7)

Working Days:Monday to Friday

Shift Pattern:8.30am to 5pm with a 30 minute break for lunch.

Location:Ilkeston

Benefits:View ourEmployee Benefitsleaflet.

Creed is a family business, established in 1972, which is ambitious with it's growth within the industry. We deliver a great range of multi-temperature food products, including our butchery and fresh ranges to caterers across the country from our offices in Cheltenham, Ilkeston & High Wycombe. It's a great place to be and we are proud of our role in supporting our local community. We are dedicated to creating a great place to work, with great people and this year we have been listed as a top 50 company to work for by Best Companies, across all three of our depots, having achieved a two star status. We are also the number one food and drinks sector (Q2) company to work for. Our people are committed to our values, choose their attitude and focus on the needs of the customer. They work hard and are committed to providing a great service but want to have some fun and development along the way. Our employees often get involved in charity events, attend the company conversations, put forward their ideas for improvement and contribute in the team briefings. Our core business values are being: Commercial, Proud, Friendly and Nurturing.

The role of Customer Service Team leader will manage, lead and motivate a team of Customer Service Executives, including effective communication, absence & performance management, recruitment, training, and development. You will also provide management support for 4-8 Telesales Executives and keep the Customer Service Supervisor update on Team Performance.

Some responsibilities of the role include:

• To assist the Telesales & Customer Service Manager and Supervisors to recruit, train and develop the Telesales and Customer Service teams in a positive, customer focussed and professional manner both for new positions and succession planning
• Contribute to a diverse, inclusive, solutions oriented, and customer service focussed culture through coaching and mentoring the team and encouraging two-way communication
• Listen to and share employee, customer and stakeholder feedback and review and suggest ideas and actions to improve employee engagement and Best Companies feedback
• Ensure professionalism is demonstrated and an awesome customer experience is delivered to both
  internal and external customers
• Contribute ideas and share knowledge that will improve company performance and employee
  engagement in line with the business strategy
• Lead a team of Telesales Executives and communicate company and departmental goals and targets
• Motivate team members and assess performance, as well as supporting recruitment, training, holiday
  planning, apprentice reviews, development folders, performance and absence management
• Coach, Mentor and Develop team members through call monitoring, side by sides and 1-2-1s
• Present new processes to team members using a positive engaging approach, ensuring all Customer
  Service staff are fully trained on these amendments
• Supporting and participating in daily huddle - ensuring encouragement for two way open
  conversations from all team members and cross-team collaboration
• Ensure effective communication between the Customer Service, Telesales and Transport teams to
  organise ETAs and Redeliveries, utilising ProTrack and ensure credit reasons are sent out daily
• Promote high engagement with activities including rara, linkedin, social media, new products &
  features & benefits
• Dealing with Customer ad-hoc queries and complaints
• General administration, Vecta tasks, call capturing, updating investigated credits and debrief, as
  required
• To report all accidents and promote best practice in Health and Safety and contribute to ensuring a
  safe working environment for all employees, workers and visitors on site

You will have excellent leadership, coaching, team building and organisation skills, alongside an excellent trak record of Telesales and Customer Service ideally gained within a nationwide foodservice company.

It is essential that you have the following:

• The ability to develop and maintain professional relationships with team members, addressing
  unwanted behaviours within the team whilst leading by example
• Experience training and developing team members
• Flexible approach and ability to apply commercial acumen to orders and promotional opportunities
• Keen interest in Food and a good understanding of foodservice
• Keen interest in Food and a good understanding of foodservice
• Action-oriented, solutions-focused and able to manage multiple priorities and deliver results on time
• A good team player, with attention to detail and good problem-solving skills
• The ability to follow processes in place, review and share ideas for improvement
• Implement improvement projects as agreed with the Customer Service Supervisor
• Experience working with reports, identifying trends and working proactively to resolve potential issues
• Understanding of root cause analysis and critical thinking skills