To monitor and coordinate the work of Team members to ensure that they are operating effectively in line with the departmental Key Performance Indicators.
Motivating, training and coaching team members to ensure performing to best of their ability and continuing their development through constructive feedback.
Drive added value to the department by being commercially minded and maximising opportunities where identified.
To build and maintain strong relationships with the designated customers and internal contacts ensuring any queries or complaints are dealt with efficiently.
Actively promote and identify continuous improvement in customer service standards and processes including the use of technology to drive efficiencies.
When required to, receive customer enquiries for the Company’s products and services, raise quotations, place orders with supply chain and convert into bookings.
To record, update and maintain customer data and customer interaction on the Company’s bespoke system.

Successful track record of working in a customer service environment or equivalent role.
Excellent communication skills, phone manner and attention to detail.
Ability to deal with escalated and difficult situations with a solution focused approach.
Proactive with the ability to manage competing priorities whilst working under pressure to meet deadlines.
Passionate about delivering the right outcome for the business and customer, and the proven ability to inspire this in others.
Previous experience of working as a team leader in a customer service function (desirable).
Fully conversant with Microsoft Office.

Financial perks: Pension scheme, length of service rewards, and referral bonuses
Exclusive discounts: MyPerks platform, Cycle to Work scheme, gym membership discounts, and skip hire discounts
Health & wellbeing: Flu jabs, eyecare vouchers, and an Employee Assistance Programme
Mental health support: Confidential counselling, MyPerks Wellbeing Centre, and access to trained Mental Health First Aiders
Family-friendly: Enhanced maternity/paternity leave, birthday off, and holiday trading scheme
Community engagement: Volunteer days and collaboration with local charities
Generous holiday: Start with 23 days, rising to 25 after 2 years, plus buy/sell options
Employee voice: Regular “My Voice” surveys and follow-up check-ins to drive meaningful change

Customer Service Team Leader

Key skills