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- Tasks: Lead a team of Customer Service Advisors and enhance service delivery across multiple sites.
- Company: Join Cooplands Bakery, a well-loved brand with a focus on customer satisfaction.
- Benefits: Enjoy 25% staff discount, ~28 days annual leave, and career development opportunities.
- Why this job: Make a real difference in customer experience while leading a dynamic team.
- Qualifications: Experience in customer service leadership and strong organisational skills.
- Other info: Opportunity to travel between sites and work in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for an experienced Customer Service Lead to join our team. You will 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 will ensure smooth operations, provide guidance to your team, and work collaboratively with the retail team, support teams, and key stakeholders to deliver exceptional service.
- Lead and support a team of Customer Service Advisors
- 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
- Identify trends and recommend solutions to improve processes and customer experience
Previous experience in a customer service leadership or supervisory role is required. Ability to travel between both sites where required. Highly organized with a focus on delivering excellent service. Knowledge of Zendesk or similar customer service platforms is desirable but not essential.
25% Cooplands Staff Discount, ~28 Days Annual Leave (including bank holidays).
Customer service Training and Quality 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 Training and Quality Lead in Durham
✨Tip Number 1
Get to know the company inside out! Research Cooplands Bakery, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their brand.
✨Tip Number 2
Practice your communication skills! As a Customer Service Lead, you'll need to be a pro at handling calls and emails. Role-play with a friend or use online resources to sharpen your responses and ensure you're ready for any scenario.
✨Tip Number 3
Network like a boss! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work at Cooplands. Plus, it shows your genuine interest in the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer service Training and Quality 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 experience in leading teams and any specific achievements that showcase your ability to improve service delivery.
Showcase Your Leadership Skills: In your application, emphasise your previous experience in customer service leadership. We want to see how you've successfully guided teams and improved processes, so don’t hold back on those examples!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your skills and experiences, making it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy!
How to prepare for a job interview at Cooplands Bakery
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially around leadership and team management. Be ready to share examples of how you've successfully led a team in the past, and think about specific situations where you improved processes or enhanced customer experience.
✨Show Off Your Collaboration Skills
Since this role involves working closely with retail teams and stakeholders, be prepared to discuss how you've collaborated in previous roles. Think of examples where teamwork made a difference, and be ready to explain how you can bring that collaborative spirit to Cooplands Bakery.
✨Demonstrate Your Organisational Skills
As a Customer Service Lead, being organised is key. Prepare to talk about how you manage your time and prioritise tasks, especially during busy periods. You might even want to share a strategy or tool you use to keep everything running smoothly.
✨Be Ready for Scenario Questions
Expect some scenario-based questions that test your problem-solving skills. Think about common challenges in customer service and how you'd handle them. This is your chance to show how you can identify trends and recommend effective solutions to improve service delivery.
