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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, ~28 days 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 between our Durham and Scarborough locations.
The predicted salary is between 30000 - 42000 £ 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 Service Lead in Durham employer: Cooplands Bakery
Contact Detail:
Cooplands Bakery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Service Lead in Durham
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry, especially those who might know about openings at Cooplands. A friendly chat can sometimes lead to a referral, which is a great way to get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching Cooplands and their customer service approach. Knowing their values and how they operate will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your leadership skills! Think of examples from your past experiences where you've successfully led a team or improved processes. Be ready to share these stories during your interview to demonstrate your capability as a Customer Service Lead.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Cooplands team and ready to take on the challenge.
We think you need these skills to ace Quality 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 experience in leading teams and any relevant skills that match what we're looking for, like collaboration and coaching.
Showcase Your Leadership Skills: In your application, don’t shy away from sharing examples of how you've successfully led a team before. We want to see how you’ve motivated others and improved service delivery in past roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and bullet points where possible to make it easy for us to see your qualifications and experience at a glance.
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 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, recent news, and how they handle customer interactions. This will show your genuine interest in the role and help you tailor your answers.
✨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, recommended solutions, and the impact of those changes on customer experience.
✨Ask Insightful 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 proactive attitude and eagerness to contribute positively to the team.
