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We are looking for an experienced and hands-on Customer Service Team Leader to lead and manage a team of three Customer Service Advisors. You will be the go-to person for issues and escalations, confident and happy to make decisions, whilst being an active member of the customer service team.
£35,000 - £40,000 DOE
Hours of work - 8am-4pm, 9am-5pm or 10am-6pm Monday to Friday. Fully office based
25 days hols plus Bank Holidays, Pension and Parking
ABOUT THE ROLE
Day-to-day management of a team of three Customer Service Advisors
Managing weekly rota, recruitment, training, mentoring, and any performance issues
Serve as the initial point of contact for customers via telephone and three shared email inboxes.Assist in resolving inquiries related to products, deliveries, damages, missing parts, and quotations.Handle customer negotiations and discussions confidently regarding replacements or returns for damaged or incorrectly shipped items.Maintain regular communication with customers experiencing long delivery lead times.Actively contribute to the continuous improvement of processes within the Customer Services department.Build and nurture relationships with key internal stakeholders, including warehouse, finance, and marketing teams.ABOUT YOU
3-5 years experience of leading a customer service teamProven customer service experience Well organised with the ability to work under pressure Adaptability and team player
