At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and manage multiple projects.
- Company: Join a fast-paced global solutions provider known for outstanding customer service.
- Benefits: Enjoy a competitive salary, monthly bonuses, free lunches, and wellness perks.
- Other info: Work in a collaborative open-plan office with great career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a supportive environment.
- Qualifications: Experience in customer service and strong leadership skills are essential.
The predicted salary is between 35000 - 36000 £ per year.
Location: On site / Poole, UK
Job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Retail
Annual Salary range: from £35,000.00 to £36,000.00
About the job
We’re looking for an experienced Customer Services Team Leader to join our office-based Customer Service team.
Responsibilities
- Oversee the Sales Shared Services Customer Experience Associates and ensure customers receive exceptional service on the phone and via email.
- Handle telephone calls:
- Knowledge: different styles of telephone communication, documentation of calls, telephone account management, dealing with customer queries.
- Skills: adopt appropriate approach, maintain a needs-satisfaction approach, provide timely responses, be proactive to maximise sales, select appropriate language style, log/update call details and progress.
- Handle emails:
- Knowledge: different styles of email communication, documentation of emails, dealing with customer queries, quotes and quote follow-ups.
- Skills: adopt appropriate approach to email enquiries, provide timely responses, select appropriate language style.
- Process orders received via web, email and customer portal (Ctrl Cloud):
- Knowledge: operation of relevant software and channels for incoming order processing.
- Skills: enter data and process orders through Company ERP, Ctrl Cloud and other web-based channels using a high level of keyboard skills.
- Record all order processing and sales order queries on Company CRM:
- Knowledge: familiarity with the Company CRM and utilisation to record all order processing information.
- Skills: record sales order processing information on the Company CRM using high level software and IT skills.
- Project management:
- Knowledge: understanding of time scales, project criticality, business processes and workflows/approval processes.
- Skills: proactively manage expectations, manage multiple team members, ensure accountability, establish clear communication lines, deliver projects on time according to business requirements.
- Setting up of new logos:
- Knowledge: information needed for logo set-up, following up for prompt sign-off, working with suppliers, customers and colleagues.
- Skills: correct use of logo set-up systems (OGL Profit Plus, Sugar CRM and Excel) and approval processes to keep all systems up to date.
- Create and import kitted codes:
- Knowledge: information needed, forms utilised by Sales & Customer Services, understanding of Excel.
- Skills: excellent Excel skills and high accuracy to ensure correct code set-up.
- Consignments:
- Knowledge: how consignments work, information needed for set-up, amendments or closures, follow-up for prompt sign-off.
- Skills: correct use of computer systems, Excel, PDF and Smartsheet skills to keep documentation accurate and systems clear.
- Key performance indicators (KPIs):
- Customer Experience Associates team OTTC of 90%.
- All customer emails received before 4 pm responded to the same day.
- All phone calls answered within 3 rings.
- Internal projects completed to a high standard and within agreed timeframe, recorded on the Company’s CRM where possible.
- All tasks documented in CRM for On-Time Task and Case Completion measurement.
- On-Time Task Completion of 90%.
- Take 20% of all calls into the central Customer services line.
- Orders processed by agreed cut-off times.
- Modern open plan office
- Monthly profit share bonus scheme
- Perks at Work scheme
- Free lunch every Friday
- Charity dress down day every Friday
- Cycle to Work scheme
- Complementary Birthday vouchers
- Subsidised workplace massage
- Employee assistance programme (EAP)
- Company social and corporate events
What’s in it for you
Who we are
We’re a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We’re famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.
Where you work
Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.
Who you are
You’re someone who genuinely cares about delivering a great experience every time a customer picks up the phone or sends an email. You’re organised, proactive, and calm under pressure, able to juggle multiple priorities while keeping accuracy and attention to detail front and centre. You know how to adapt your communication style to suit different customers and situations, building positive relationships and trust effortlessly. You’re a natural problem-solver who doesn’t wait to be asked, you spot opportunities to improve processes, support your team, and keep everything moving forward. Comfortable working with systems, data, and deadlines, you take pride in getting things right the first time while motivating others to do the same. Above all, you’re a team player and a leader who brings energy, accountability, and a strong sense of ownership to everything you do.
Customer Services Team Leader in Poole employer: Hollybank Trustees Ltd
Join a dynamic and innovative team in Poole, UK, where we prioritise exceptional customer service and employee well-being. Our modern open-plan office fosters collaboration and communication, while our comprehensive benefits, including a monthly profit share bonus and a Cycle to Work scheme, ensure that you feel valued and supported. With a strong focus on personal growth and a culture that celebrates diversity, you'll have the opportunity to make a significant impact in your role as a Customer Services Team Leader.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Poole
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees 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 Hollybank Trustees 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 Services Team Leader in Poole
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 Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees 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 Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees 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.
