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- Tasks: Lead a passionate team to deliver exceptional customer service in a fast-paced environment.
- Company: Join a global FMCG organisation that values diversity and inclusion.
- Benefits: Full-time role with opportunities for growth and development.
- Why this job: Make a real impact by enhancing customer satisfaction and operational excellence.
- Qualifications: 5+ years in customer service, ideally with leadership experience in FMCG or retail.
- Other info: Flexible weekend work and travel to the warehouse twice a month.
The predicted salary is between 36000 - 60000 £ per year.
Join a fast-paced, global FMCG organisation as a Customer Service Team Leader where you will lead a team of highly experienced, passionate and dedicated Customer Service Specialists. This team is pivotal in delivering exceptional service to B2B customers across grocery, ecommerce, convenience, and wholesale sectors, acting as the first point of contact for clients, ensuring seamless order processing, issue resolution, and top-tier service delivery.
Key Responsibilities:
- Lead and develop a team of customer service associates, ensuring customer satisfaction and adherence to processes and procedures
- Onboard and train new team members, developing a team of exceptional talent
- Support internal supply chain improvement initiatives whilst driving operational and financial excellence
- Liaise with customers to optimise satisfaction and efficiency through KPI\’s
- Manage daily order processing and ensure dispatch and delivery on time, in full
- Act as the first point of escalation for customer complaints and complex queries
- Maintain and improve customer service procedures and standards
- Contribute to the effective running of SAP and EDI systems
What experience you will bring
- Bachelor\’s degree or equivalent in experience
- Minimum 5 years of relevant experience in customer service, with lead experience ideally in an FMCG / Retail environment
- Excellent knowledge of order to cash processes
- High-level SAP skills and experience
- Strong Excel analysis and reporting skills
- Experience with 3PL and supply chain efficiencies
- High level of customer focus and excellent customer service skills
Additional Info:
Please note: You will be required to work 4 Saturday and 4 Sunday per year. There will also be travel twice a month to the Warehouse facility which is about 60 miles away from Head Office.
What Happens Next?
Apply now!
Stage 1: A phone call with us at Mackenzie Jones to discuss the role in more detail as well as understand more about your skills & expertise in Customer Service
Stage 2: A Teams interview with the Line Manager, focused on your technical competencies and skillset
Stage 3: An in-person meeting with the Line Manager and Customer Operations Team.
People are at the heart of everything we do. We embrace diversity and are committed to creating an inclusive recruitment process that allows everyone to be their authentic self.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Supply Chain
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Customer Service Team Lead employer: Mackenzie Jones
Contact Detail:
Mackenzie Jones Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Service Team Lead. Highlight your leadership skills and how you've driven customer satisfaction in previous roles.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Service Team Lead. Highlight your experience in leading teams and any relevant skills in customer service, especially in FMCG or retail environments. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how your background makes you the perfect fit for this role. Don’t forget to mention your experience with order processing and SAP systems – we love those details!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to lead and improve customer service processes. Use numbers and examples where possible; we love seeing the impact you've made in previous roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Let’s get started on this journey together!
How to prepare for a job interview at Mackenzie Jones
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service knowledge, especially in the FMCG sector. Be ready to discuss your experience with order processing and how you've handled complex queries in the past. This will show that you understand the role and can lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team before. Think about specific situations where you developed talent or improved team performance. Highlighting your leadership style and how it aligns with the company's values will set you apart.
✨Familiarise Yourself with SAP and EDI Systems
Since the role involves maintaining and improving customer service procedures using SAP and EDI systems, make sure you can speak confidently about your experience with these tools. If you have any specific achievements related to these systems, be ready to share them.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific customer service scenarios. Think about how you would manage a complaint or ensure timely order delivery. Practising these responses will help you demonstrate your problem-solving skills and customer focus.
