At a Glance
- Tasks: Lead a dynamic Customer Service Team to deliver exceptional service and drive business goals.
- Company: Join Johnson Matthey, a leader in platinum group metals with over 200 years of innovation.
- Benefits: Enjoy competitive pay, bonuses, excellent pension contributions, and 25 days annual leave.
- Other info: Be part of an inclusive culture that values diverse voices and experiences.
- Why this job: Make a real impact by tackling global challenges while developing your leadership skills.
- Qualifications: Strong Excel skills, leadership ability, and a passion for customer experience are essential.
The predicted salary is between 29700 - 36300 £ per year.
Location: Royston
At Johnson Matthey, your work will matter. As a Customer Services Team Leader, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges - cutting emissions, powering modern society and enhancing lives - as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.
The role: As a Customer Services Team Leader, you will help drive our goals by:
- Supervising all activities of the Customer Service Team, ensuring a proactive & effective delivery service to all levels of internal and external customers.
- Supervising internal resource to provide coverage at all times, ensuring the delivery of outstanding customer service.
- Leading and optimising the efficiency of the team to meet business objectives.
- Ensuring that current procedures for sales orders are met/exceeded; these include forecasting, budgeting, inbound or outbound order processing and progression, metal management (due date, pricing, funding), financial (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies (including ABC, Dual Use, & H & S etc.) to maximise customer satisfaction and safeguard the Company from risk.
- Analysing trends of customer complaints working alongside the Quality department to review and investigate, and to formally present recommendations & implement corrective actions.
- Working closely with the Outside Sales Team to ensure communication, responsiveness & understanding against commercial terms and responsibilities.
Requirements for the role:
- Highly computer literate with strong Excel skills – Essential
- Ability to prioritize workload of self and team, in a fast-paced, dynamic environment - Essential
- Leadership ability – to coach, motivate and drive performance across a team - Essential
- Ability to drive best practice for business without losing sight of the customer - Essential
- Customer focused and passionate about customer experience – Essential
- Excellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential
How you will be rewarded: We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles). At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.
Customer Services Team Leader in Watford employer: Johnson Matthey
Johnson Matthey in Swindon is an exceptional employer that prioritises employee well-being and professional growth. With a strong commitment to Environmental Health and Safety, the company fosters a collaborative work culture where innovation thrives, offering ample opportunities for career advancement and skill development. Employees benefit from a quality-first approach and are part of a team dedicated to making a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Johnson Matthey. 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 Johnson Matthey 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 Watford
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 Johnson Matthey:Your cover letter is your chance to shine! Tell us why you want to work at Johnson Matthey 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 Johnson Matthey!
How to prepare for a job interview at Johnson Matthey
✨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.
