At a Glance
- Tasks: Lead and inspire a dynamic customer service team to deliver exceptional experiences.
- Company: Join Cromwell, a leading supplier of industrial tools with over 50 years of experience.
- Benefits: Enjoy competitive salary, bonus scheme, enhanced leave, and health benefits.
- Other info: Be part of a diverse and inclusive workplace that values your unique contributions.
- Why this job: Make a real impact by driving operational excellence and developing your team.
- Qualifications: Proven leadership in customer service and strong coaching skills required.
The predicted salary is between 31500 - 38500 £ per year.
As our new
Customer Service Team Leader , you'll inspire, coach and develop a high-performing team committed to delivering exceptional customer experiences.
Leading from the front, you'll drive operational excellence, colleague engagement and continuous improvement while ensuring your team achieves its performance goals.
Working closely with Sales, Supply Chain and wider business functions, you'll champion collaboration, innovation and customer focus, using data and insight to improve service delivery and support business success.
Some of your key responsibilities
- Lead, coach and develop a high-performing Customer Service team.
- Drive operational performance and achievement of service KPIs.
- Support colleagues through coaching, feedback and performance development.
- Act as the escalation point for complex customer issues.
- Identify opportunities for continuous improvement and operational efficiency.
- Build strong relationships across the business to improve customer outcomes.
What do I need to be successful in this role?
- Proven experience leading or supervising a customer service team.
- Strong coaching, leadership and people management skills.
- Excellent communication and stakeholder management abilities.
- Experience managing performance through KPIs and service levels.
- Strong analytical, planning and problem-solving skills.
- A collaborative leadership style with a passion for developing people.
What’s in it for me?
- A competitive salary alongside inclusioninto our company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
- Enhanced employer pension contribution.
- 30 days annual leave entitlement including Bank Holidays – Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need extra days.
- Welcoming a new addition to the family is a precious time and one that we want our team members to enjoy.
We support our team members by offering enhanced Maternity & Paternity pay so that you can plan for your time off with your family.
- It’s important to us that we look after the health and wellbeing of our team members and our Healthcare Cash Plan does just that!
Your cash plan is funded by Cromwell and provided by our trusted partner who are one of the oldest and largest healthcare cash plan providers in the UK
- As part of our Great Place to Work initiatives, we are pleased that our Employee Assistance Programme (EAP) is available to all Cromwell team members.
We recognise that it’s not always easy to balance your work, personal and family life, and that’s where the EAP can help you better manage any issues you may be experiencing.
Who are Cromwell?
No matter where you are in your career – or where you want to be – we’re here to create a great place to work where you can grow, perform and love what you do.
At Cromwell, we’re all individuals, with unique backgrounds and personalities.
But we have one thing in common: delivering exceptional service for our customers.
And we do this through our purpose of Keeping Industry Working .
Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions and trades.
Of all the work we do, we are famous for Safety, Cutting Tools, Hand Tools and Power Tools and Abrasives.
We have expertise within our technical teams who can provide audits and offer advice on how your business can improve with the help of these four key categories.
We are committed to delivering a truly customer focused and cost-effective service that successfully matches your company’s needs.
Supplying the largest range available from a single source, including products from Welding and Site Maintenance to Office Supplies and Hygiene and more.
Diversity, Equity, Inclusion and Belonging
Our aim is to create an environment that is welcoming to allpeople andensures we treat each other and customers with respect.
We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.
About Cromwell
Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades.
We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation.
Our team of over 1500 people are proud to be keeping industry working.
We’re all individuals, yet we’re very much one united team.
We treat everyone fairly – regardless of gender, sexual orientation, background, age or disability – and give everyone opportunities for new and varied experiences.
Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.
Cromwell is committed to being an Equal Opportunity Employer .
We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age.
We are also committed to offering applicants from the armed forces community (current and past) an interview if they meet the minimum requirements for the role.
Information for Recruitment Agencies
We always prefer to recruit candidates direct to our business and first, and foremost believe in promoting talent from within whenever possible.
We do not accept speculative approaches including CVs and candidate profiles sent direct to Managers, by receipt of any such email or correspondence, we do not agree to terms and conditions.
Any speculative CVs will be considered our own and we will not pay any agency fees.
We have a PSL and those on this will have access to our portal to accept CVs. Should you want to be considered for our PSL, please emailtalentacquisition@cromwell. co. uk
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Customer Service Team Leader in Dudley employer: Cromwell Group (Holdings) Ltd
Cromwell Group (Holdings) Ltd is an excellent employer, offering a dynamic work culture that prioritises employee growth and development. Located in Leicester, the company provides a competitive benefits package, including a company car and monthly commission, ensuring that employees feel valued and motivated to excel in their roles. With a focus on fostering strong client relationships, this position offers meaningful opportunities for professional advancement in a supportive environment.
Contact Details:
Cromwell Group (Holdings) Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Dudley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cromwell Group (Holdings) Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cromwell Group (Holdings) Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Dudley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cromwell Group (Holdings) Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Cromwell Group (Holdings) Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cromwell Group (Holdings) Ltd!
How to prepare for a job interview at Cromwell Group (Holdings) Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
