Customer Service Team Leader in Crewe

Life in this role
As part of our, Chilled & Fresh division, we have an exciting opportunity to join the team as a Customer Service Team Leader
Salary: £30,413.38 per annum plus an additional attendance bonus
Shift: 4 on 4 off, 6am till 6pm
Job Purpose
To co-ordinate front-line response to deliveries, deal with problems and customer requests, liaise with other operational teams and be able to fulfil all office functions, supporting the CS and Client support Manager whenever necessary.
Key Responsibilities and Accountabilities
To Lead and ensure the smooth running of the customer service team,
CDR task allocation – ensure that CDRs are being followed through to conclusion in a timely manner and re-assigning them to the right person if necessary;
Scheduling and issuing of work to staff as required,
Oversee correct procedures are maintained for housekeeping,
Hypercare of key clients
Checking additional charges applied and ensuring that these are corrected if necessary;
Assisting with shift planning;
Assisting the CS Manager;
General problem solving, particularly regarding delivery discrepancies;
Maintaining failure log and KPI sheets;
Liaising with and co-ordinating internal teams (e.g. transport planners and account managers);
Delivery reporting, both internally and to customers;
Assisting with training of team members;
Supporting team members and providing them with advice and assistance when needed;
Assisting with creating training packs and SOPs
Producing reports

Job requirements

What you'll need...
Highest standards of Customer Service
Keenly reactive
Tenacity and diligence in following problems through to closure
Numerate and literate, and competent with computers (MS Office, ERP systems)
Highly organised, efficient and able to work effectively under pressure
Flexible and co-operative: a desire to please