At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch service delivery.
- Company: Join a leading recruitment firm in the logistics industry.
- Benefits: Competitive salary, Monday to Friday schedule, and career development opportunities.
- Other info: Opportunity for growth in a fast-paced, collaborative environment.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Previous customer service experience and strong communication skills required.
Our client is 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.
- 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.
All applicants must have an unrestricted right to work in the UK as our client will not support visa sponsorship for this role.
Customer Service Team Leader employer: Bis Henderson
As a leading logistics business, we pride ourselves on fostering a dynamic work culture that values collaboration and innovation. Our Senior Contract Managers enjoy competitive benefits, including professional development opportunities and a supportive environment that encourages career growth. Located in a vibrant area, our team members benefit from a strong sense of community and the chance to make a meaningful impact in the logistics sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bis Henderson. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bis Henderson before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bis Henderson:Your cover letter is your chance to shine! Tell us why you want to work at Bis Henderson specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bis Henderson!
How to prepare for a job interview at Bis Henderson
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
