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- Tasks: Lead a team of Customer Service Advisors and enhance service delivery across multiple sites.
- Company: Join Cooplands Bakery, a beloved local brand with a strong community focus.
- Benefits: Enjoy 25% staff discount, generous annual leave, and career development opportunities.
- Why this job: Make a real difference in customer experience while leading a passionate team.
- Qualifications: Experience in customer service leadership and a knack for organisation.
- Other info: Dynamic role with opportunities to travel and collaborate across locations.
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)
Quality, Customer Service and Support Lead in Durham employer: Cooplands Bakery
Contact Detail:
Cooplands Bakery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality, Customer Service and Support Lead in Durham
✨Tip Number 1
Get to know the company culture! Before your interview, check out Cooplands Bakery's social media and website. This will help you understand their values and how you can fit in as a Customer Service Lead.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved customer service. We want to hear how you’ve made a difference, so be ready to share those experiences during your chat.
✨Tip Number 3
Prepare questions for your interviewers! Show your interest by asking about team dynamics, challenges they face, or how they measure success in customer service. It’ll make you stand out as a candidate who’s genuinely invested.
✨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 connect with us directly.
We think you need these skills to ace Quality, Customer Service and Support 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: We want to see how you’ve successfully led teams in the past. Share examples of how you've coached team members or improved processes, as this will resonate well with us and our focus on exceptional service.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible to make your skills and experiences stand out. We appreciate clarity and organisation!
Apply Through Our Website: Don’t forget 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 role. We can’t wait to hear from you!
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 and any recent news about them. 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 ability to manage and motivate a team. Prepare examples from your past experiences where you successfully led a team, resolved conflicts, or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready to Discuss Processes
Since the role involves improving processes and service delivery, think about specific strategies you've implemented in previous roles. Be prepared to discuss how you identified trends and recommended solutions to enhance customer experience. This shows you’re proactive and results-driven.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, what success looks like in this role, or how they measure customer satisfaction. This not only shows your interest but also helps you gauge if the company is the right fit for you.
