At a Glance
- 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.
- Other info: Flexible weekend work and travel to the warehouse twice a month.
- 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.
The predicted salary is between 36000 - 60000 £ per year.
Food Manufacturing & Retail Talent Acquisition Specialist | Business & Careers Coach | 100% Yorkshire |
Customer Service Team Lead ***Global FMCG Category Leader***
Location: Near Slough – Hybrid working (3 days per week in the office)
Salary: £50,000 to £58,000 per annum dependent on experience + Bonus, Pension, Healthcare, Holiday & More
Join a fast-paced, global FMCG organisation as a Customer Service Team Leader where you will lead a team of highly experienced, passionate and decided 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 5 Saturdays and 5 Sundays 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 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. ❤️
While we would love to reply to all applicants, due to high application volumes, if you do not hear back within 14 days, unfortunately, the role won’t be progressing. The position may be in the process of closing, so it could be a matter of timing. But no worries! There will be more opportunities. Follow us at Mackenzie Jones Recruitment to stay updated on new openings. 👀
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Supply Chain
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Customer Service Team Lead in Slough employer: Mackenzie Jones
Mackenzie Jones is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the health supplements sector. With a focus on employee growth, the company provides ample opportunities for professional development and a hybrid working model that promotes work-life balance, making it an attractive choice for those looking to make a meaningful impact in international marketing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mackenzie Jones. 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 Mackenzie Jones 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 Service Team Lead in Slough
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 Mackenzie Jones:Your cover letter is your chance to shine! Tell us why you want to work at Mackenzie Jones 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 Mackenzie Jones!
How to prepare for a job interview at Mackenzie Jones
✨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.
