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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 opportunities for professional growth.
- 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 travel between sites and a supportive work 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. You should have the ability to travel between both sites where required, be highly organized with a focus on delivering excellent service, and knowledge of Zendesk or similar customer service platforms is desirable but not essential.
Benefits include a 25% Cooplands Staff Discount and approximately 28 Days Annual Leave.
Service Quality Lead in Durham employer: Cooplands Bakery
Contact Detail:
Cooplands Bakery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Quality 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 Bakery. A friendly chat can sometimes lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Service Leads. Think about your past experiences and how they relate to leading a team and improving service delivery. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show off your leadership skills during the interview! Be ready to discuss how you've coached teams in the past and any strategies you've used to enhance customer experience. We love hearing about real-life examples!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Cooplands team!
We think you need these skills to ace Service Quality Lead in Durham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Service Lead role. Highlight any previous leadership roles and your ability to improve service delivery, as this is what we’re really looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your experience aligns with our needs. Don’t forget to mention your teamwork skills and any relevant tools you’ve used.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead a team and enhance customer experiences. Numbers and examples speak volumes, so don’t hold back!
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 and recent news to show your genuine interest in the company. This will help you connect your experience to their needs.
✨Showcase Your Leadership Skills
As a Service Quality Lead, you'll be guiding a team. Prepare examples of how you've successfully led teams in the past. Think about specific situations where you improved performance or resolved conflicts, and be ready to share these stories during the interview.
✨Be Ready to Discuss Processes
Since the role involves improving processes, come prepared with ideas on how to enhance customer service delivery. Think about trends you've noticed in previous roles and how you would apply that knowledge at Cooplands. This shows initiative and a proactive mindset.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a Customer Service Lead. Make sure to engage with the interviewer’s questions, ask clarifying questions if needed, and reflect back what you’ve heard to show you’re fully engaged.
