Customer Service Team Leader

Job Description

Customer Service Team Leader
32,000
Monday - Friday - 40 hours a week
Ashby De La Zouch

Our client are looking for a Customer Service Team Leader, working across a wide range of large-scale, well-known customer brands. This role is a key part of the customer service team, providing excellent service, managing customer expectations, supporting business growth, and helping to maximise gross margin.

The Customer Service Team Leader will also provide day-to-day support and guidance to the Customer Service Advisor team, acting as an escalation point and supporting effective planning, training, attendance management and operational cover.

Role Responsibilities:

• Act as the main point of contact for the customer, developing strong working relationships and trust with key contacts for information sharing and issue resolution.
• Respond to all customer queries in a timely manner, keeping the customer informed throughout.
• Own issue resolution from identification through to closure, escalating where appropriate.
• Proactively manage all relevant parties, liaising between carriers, warehouse, customer and delivery points to provide accurate and proactive delivery ETAs and manage exceptions.
• Manage all on-time collection and delivery activity, coordinating with internal teams to ensure successful completion.
• Develop strong working relationships and trust with key customer contacts, internal teams, carriers, warehouse and delivery points.
• Own issue and exception resolution from identification through to closure, managing with internal teams and escalating where appropriate.
• Ensure cost and service compliance is in line with internal processes and customer requirements.
• Capture, monitor and manage exceptional costs (e.g. demurrage, additional mileage), ensuring they are agreed with the customer.
• Compile and distribute relevant reports and KPIs, ensuring data is accurate and issued to the required timescale.
• Process and track redeliveries.
• Support corrective actions through to completion with the relevant teams.
• Hold regular customer review meetings, covering daily status and previous-day reviews.
• Present KPI results internally and externally.
• Provide day-to-day line management support to Customer Service Advisors, ensuring the team has clear direction and support.
• Manage team performance day-to-day, setting clear priorities, allocating workload effectively and ensuring the team successfully manage any service issues.
• Oversee day-to-day service delivery across the team, ensuring queries, ETAs, exceptions and customer requirements are handled promptly and to the required standard.
• Manage internal reviews with key stakeholders, presenting KPI performance, current improvement initiatives and any risks, and agreeing actions to keep service and development on track.
• Own internal KPI and SLA performance for the team, tracking against target, identifying trends and risks, putting corrective actions in place to maintain service excellence.
• Manage the set-up, integration and onboarding of CS systems, ensuring the team uses them correctly and maintain accurate, up-to-date data across all customers.
• Act as the first point of escalation for customer service queries, operational issues and internal team support.
• Create and maintain team cover plans to ensure service levels are protected during holidays, absence, peak periods and operational changes.
• Lead the onboarding of new team members and support the development and delivery of training plans for new and existing team members.
• Monitor team capability and identify coaching or development needs.
• Conduct return-to-work meetings following absence and ensure absence processes are followed appropriately.
• Support attendance, conduct and performance conversations where required, escalating matters in line with company process.
• Promote a positive, professional and collaborative team environment.

Key Skills

• Previous customer service experience, ideally within a fast-paced operational or logistics environment.
• Experience of supporting, coaching or leading others within a team environment.
• Strong communication skills with the ability to engage effectively with customers, colleagues and stakeholders at all levels.
• Confident handling escalations and resolving issues in a professional and timely manner.
• Excellent telephone manner and written communication skills.
• Strong attention to detail with the ability to manage multiple priorities.
• Good administration skills and the ability to maintain accurate records.
• Proven ability to work effectively as part of a team while taking ownership of senior responsibilities.
• IT literate with the ability to learn and use new systems quickly.
• Understanding of team cover requirements would be advantageous.
• An approachable attitude and a flexible approach to work

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All applicants must have an unrestricted right to work in the UK as our client will not support visa sponsorship for this role.