Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team of Customer Service Advisors and ensure exceptional service delivery.
- Company: Join Cooplands Bakery, a beloved local brand with a strong community focus.
- Benefits: Enjoy a 25% staff discount, 28 days annual leave, and a competitive salary.
- Why this job: Make a real difference in customer experience while leading a dynamic team.
- Qualifications: Experience in customer service leadership and strong communication skills.
- Other info: Opportunity for career growth in a supportive and collaborative environment.
The predicted salary is between 24000 - 36000 £ per year.
Location: Durham, DH1 2YN
Hours: Full-Time / Permanent
Salary: £30,000
Company: Cooplands Bakery
About the Role
We're looking for an experienced Customer Service Lead to join our team. You'll oversee a team of Customer Service Advisors across both our Durham and Scarborough sites, who handle calls, emails, and messages from both external customers and internal teams. As the Lead, you'll ensure smooth operations, provide guidance to your team, and work collaboratively with the retail team, support teams, and key stakeholders to deliver exceptional service.
Key Responsibilities
- Lead and support a team of Customer Service Advisors
- Oversee day-to-day operations across multiple communication channels.
- Collaborate with retail teams, internal departments, and stakeholders to improve processes and service delivery.
- Monitor team performance and provide coaching and development opportunities.
- Operate incoming phone lines to support the team during busy periods
- Handle escalated queries and ensure customer satisfaction.
- Provide regular reporting to key stakeholders
- Identify trends and recommend solutions to improve processes and customer experience
What We're Looking For
- Previous experience in a customer service leadership or supervisory role.
- Ability to travel between both sites where required
- Highly organized with a focus on delivering excellent service
- Strong communication and problem-solving skills.
- Ability to work collaboratively across teams and build positive relationships.
- Knowledge of Zendesk or similar customer service platforms (desirable but not essential).
What's in it for me?
To show our appreciation for your hard work, we have a range of benefits you can take advantage of:
- 25% Cooplands Staff Discount
- 28 Days Annual Leave
Customer Service Lead in Durham employer: Cooplands Bakery
Contact Detail:
Cooplands Bakery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Lead in Durham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Cooplands Bakery. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your previous experience aligns with the Customer Service Lead role. Highlight your leadership skills and how you've successfully managed teams in the past.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss specific examples where you've tackled challenges in customer service. Think about times when you improved processes or resolved escalated queries – this is your chance to shine!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Customer Service Lead in Durham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Lead role. Highlight your previous experience in customer service leadership and how it aligns with what we're looking for at Cooplands Bakery.
Showcase Your Skills: Don’t forget to emphasise your strong communication and problem-solving skills. We want to see how you can lead a team and improve processes, so give us examples of when you've done this in the past!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read through your experiences and achievements. We appreciate straightforwardness!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Cooplands Bakery
✨Know Your Stuff
Before the interview, make sure you’re familiar with Cooplands Bakery and their customer service approach. Research their values, mission, and any recent news. This will help you tailor your answers and show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Service Lead, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you successfully led a team, resolved conflicts, or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Role-Play
Expect some role-play scenarios during the interview. They might ask you how you would handle an escalated customer query or manage a busy period. Practise these scenarios beforehand so you can respond confidently and showcase your problem-solving skills.
✨Ask Smart Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team dynamics, how success is measured in the role, or what challenges the team currently faces. This shows your interest in the position and helps you assess if it’s the right fit for you.
