Customer Service Team Leader

Customer Service Team Leader

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

Location: Stonehouse, Gloucestershire
Hours: Full-time, Permanent
Salary: £31,000 per annum + 3k bonus

Perfect for someone with strong customer service experience looking for their next step in a team leading role. In this position, you will take on the responsibilities of a Customer Service Representative while also providing support to your colleagues, assisting with training, troubleshooting, and overseeing operational matters under the guidance of the department manager.

Key Responsibilities of a Customer Service Team Leader:

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Assign appropriate tasks to engineers based on their expertise and skills.

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Supervise administrative tasks, including logging customer interactions, operational transactions, and recording customer requirements.

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Ensure that all queries are addressed in a timely manner to minimize any disruption, escalating when necessary.

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Collaborate with engineering, commercial, logistics, and finance teams to ensure a unified customer-first approach.

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Comply with QMS processes to maintain consistent work practices and quality standards.

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Ensure department Standard Operating Procedures are maintained and compliant with regulatory audits.

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Contribute suggestions for improvements within the Customer Service team.

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Assist the department manager with recruitment, training, and supervision of team members.

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Participate in or assist with QBR sessions as required.

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Act in place of the department manager when instructed.

Key Skills of a Customer Service Team Leader:

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Strong leadership skills with the ability to motivate and inspire a team by setting a positive example.

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Excellent verbal and written communication skills for effective interaction with both customers and team members.

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Strong analytical and problem-solving abilities to identify challenges and implement effective solutions.

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Ability to understand and anticipate customer needs.

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Capable of fostering positive working relationships with customers and colleagues.

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Adaptability to shift priorities and schedules as needed in a fast-paced environment.

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Ability to work independently, using initiative to tackle challenges.

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High proficiency in Microsoft Office Suite.

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Familiarity with SAP is desirable.

To be considered for this role, apply now or get in touch with Lilly Organ at First Base Employment