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- Tasks: Lead and inspire a team to deliver exceptional customer service and drive operational excellence.
- Company: Join ECLISSE UK Ltd, a growing employee-owned company with a family atmosphere.
- Benefits: Enjoy competitive pay, extra holiday for your birthday, and a cycle to work scheme.
- Why this job: Make a real impact by nurturing a talented team in a supportive environment.
- Qualifications: 2-3 years in a management role with strong coaching and problem-solving skills.
- Other info: Flexible, dynamic workplace with opportunities for personal and professional growth.
The predicted salary is between 31000 - 43400 £ per year.
ECLISSE UK Ltd is a small but growing employee-owned company that prides itself on a 'family business' atmosphere and high aspirations. We specialise in innovative door solutions, ensuring exceptional customer service.
We are seeking a Customer Service Team Lead to join our dynamic team in Gonerby Moor, to meet the needs of our growing company. This pivotal role will enhance our customer service department, ensuring that we meet our high standards of service while fostering a supportive team environment. We believe our customers deserve exceptional service. Through amazing customer service leadership and utilising your excellent management skills, you will nurture and grow our expert customer service team to meet our strategic objectives of customer excellence and manage a call centre.
Responsibilities:- Critically evaluate and analyse existing operations processes and analytics to create a plan to drive customer excellence.
- Lead, motivate, and inspire a team of expert customer service advisors (CSAs).
- Conduct regular one-to-one meetings and team briefings to ensure alignment with objectives.
- Provide ongoing coaching, feedback, and support to maximise team performance.
- Ensure continuous development of staff through training to provide a great experience for our customers.
- Effectively manage resource allocation considering seasonal patterns, trends, and strategic plans to manage team schedules and holidays to optimise coverage.
- Use your managerial experience and knowledge of HR practices to create a harmonious and collaborative team environment that encourages excellence.
- Foster a positive work environment that aligns with company values.
- Minimum 2-3 years proven experience in a management or supervisory role within customer service.
- Proven track record of managing teams and achieving performance targets.
- Experience in coaching, training, and developing team members.
- Background in handling customer complaints and service recovery.
- Experience in human resource processes for managers, including back-to-work forms, flexible working requests, one-to-ones, performance appraisals, holiday requests, etc.
- Proficiency in CRM systems, Microsoft Office suite, and call centre technology. Sage knowledge would be advantageous, but training will be provided as required.
- Strong analytical and problem-solving abilities to resolve complex issues, including excellent written and verbal communication skills for internal and external stakeholders.
- Excellent organisational and time management skills with attention to detail.
- Ability to work in a fast-paced environment and adapt to changing priorities, and a team player, collaborating and building relationships between departments.
Our company culture will require you to have a willingness to roll up your sleeves and muck in, have a 'let's get it done' attitude, and an ability to take ownership. Be flexible and open-minded.
Benefits:- EV electric charging.
- Electric vehicle salary sacrifice scheme.
- HSF cash plan.
- Extra holiday for birthday.
- Monday to Friday working 9:30-17:00 with 30 30-minute unpaid lunch.
- The company holds lunches every other month.
- Company events throughout the year.
- Cycle to work scheme.
- Free parking / On-site parking.
Job Type: Full-time
Pay: From £31,000.00 per year
Experience: Managing a team: 2 years (required)
Location: In person — Newark-On-Trent, England, United Kingdom
Customer Service Team Leader in Grantham employer: Eclisse UK
Contact Detail:
Eclisse UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Grantham
✨Tip Number 1
Get to know the company culture before your interview. ECLISSE UK Ltd values a family business atmosphere, so show us how you can fit in and contribute to that vibe. Research their products and customer service approach to demonstrate your genuine interest.
✨Tip Number 2
Prepare some examples of how you've led teams in the past. We want to hear about your coaching and development experiences, especially in customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 3
Practice your problem-solving skills! Think of complex customer service issues you've resolved and be ready to discuss them. Show us your analytical abilities and how you can drive customer excellence in our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way for us to see your application and get you into the process. Plus, it shows you're proactive and keen on joining our team at ECLISSE UK Ltd.
We think you need these skills to ace Customer Service Team Leader in Grantham
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through. We want to see how you can inspire and lead a team to deliver exceptional experiences for our customers.
Highlight Your Management Experience: Make sure to showcase your previous management roles and how you've successfully led teams. We’re looking for someone who can motivate and develop others, so share specific examples of your coaching and training successes.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate well-organised information that’s easy to read.
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 this exciting opportunity with ECLISSE UK Ltd.
How to prepare for a job interview at Eclisse UK
✨Know the Company Inside Out
Before your interview, take some time to research ECLISSE UK Ltd. Understand their products, values, and what makes them unique in the door solutions market. This will not only show your genuine interest but also help you align your answers with their company culture.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples from your past experiences where you've successfully motivated your team, handled conflicts, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of scenarios where you've dealt with difficult customers or resolved complaints effectively. Be ready to discuss how you would handle specific situations that may arise in the role.
✨Ask Insightful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team's current challenges, the company's future goals, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
