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- Tasks: Lead a dynamic team to deliver exceptional customer service and manage warehouse operations.
- Company: Join Livity Life, a pioneer in Technology Enabled Care, transforming lives with innovative solutions.
- Benefits: Enjoy a competitive salary, generous holiday allowance, and a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Strong leadership, communication, and problem-solving skills are essential.
- Other info: Be part of a motivated team with opportunities for personal and professional growth.
The predicted salary is between 32000 - 44800 £ per year.
At Livity Life, part of Millbrook Healthcare Group, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools, we deliver a transformational service that challenges norms and delivers the very best care experience.
We have an exciting opportunity for a Customer Service and Warehouse Team Leader to join the team within our Essex Technology Enabled Care (TEC) Service Centre. This is an excellent opportunity where you will work as part of an engaged and motivated team, for a company committed to reward and recognition for a job well done. Livity Life works in partnership with the local authority to supply TEC solutions to support people in their day-to-day life. This TEC service provides the assessment of service users’ care technology needs all the way through to the installation, maintenance, and review of technology equipment.
The Customer Service & Warehouse Team Leader creates a culture of excellence across customer service (80% focus) and warehouse operations (20% focus), ensuring fast, accurate, and high-quality service. The role leads the CS team to deliver outstanding customer experiences, owns escalations and performance reporting, and coordinates tightly with warehouse and field teams to maintain stock accuracy, order pick quality, and equipment readiness. This role is a highly visible role positioned daily within the CS office to ensure accessibility to the team for quick escalations and oversight. Acting as deputy in the absence of the Service Centre Manager, the Team Leader embeds standard processes, drives continuous improvement, and builds resilient capability that supports contract growth and removes single points of failure. A can-do, improvement-focused attitude is going to be paramount to success.
About the role:
- Lead, motivate, and develop the CS team; set clear service standards and coach performance.
- Manage day-to-day CS workload: task allocation, queue management, and timely resolution of queries and escalations.
- Own CS performance metrics and reporting (response time, resolution rate, backlog, customer feedback); present insights and drive action plans.
- Review SOPs, rewrite SOPs and train against those SOPs for all staff and new starters.
- Coordinate closely with field operations and warehouse to align schedules, stock availability, multiple-day picks, and equipment readiness.
- Oversee warehouse processes: goods-in, stock control, cycle counts, order pick accuracy, returns processing, and readiness for installs/collections.
- Implement and audit standard operating procedures across CS and warehouse; ensure compliance with company policies and SLAs.
- Run regular team meetings, huddles, and 1:1s; deliver induction and ongoing training; identify skills gaps and arrange courses.
- Handle complex customer issues professionally; de-escalate and resolve promptly; capture root causes and prevent recurrence.
- Ensure accurate documentation and system updates (scanning, order closure, and data quality) in line with procedures.
- Support workforce planning, shift rostering, absence management, and recruitment/induction activities.
- Champion health & safety, safeguarding, and quality behaviours in CS and warehouse environments.
- Act as lead in the absence of the Service Centre Manager; maintain continuity of operations and decision-making.
What are we looking for?
- Leadership
- Coaching
- Excellent communication
- Problem-solving
- Strong organisation
- MS Office proficiency
- Data-driven decision-making
- CS workflows
- Warehouse management
- Stock control
- Quality systems
- Understanding of telecare equipment workflows and field coordination
What can we offer you?
£32,000 Monday to Friday 40 hours Up to 33 days holiday (including)
Customer Service and Warehouse Team Leader in Basildon employer: millbrook healthcare ltd
Contact Detail:
millbrook healthcare ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service and Warehouse Team Leader in Basildon
✨Tip Number 1
Get to know the company inside out! Research Livity Life and their TEC services. Understanding their mission and values will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your leadership and problem-solving skills align with the job description. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service and Warehouse Team Leader in Basildon
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight any leadership experience you have. We want to see how you've motivated and developed teams in the past, so share specific examples that demonstrate your ability to lead and inspire others.
Be Data-Driven: Since this role involves performance metrics and reporting, it’s important to showcase your analytical skills. Include any experiences where you've used data to drive decisions or improve processes. We love a candidate who can back up their claims with numbers!
Tailor Your Application: Don’t just send a generic application! Make sure to tailor your CV and cover letter to reflect the job description. Use keywords from the listing, especially around customer service and warehouse management, to show us you’re a perfect fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re genuinely interested in joining our team at Livity Life!
How to prepare for a job interview at millbrook healthcare ltd
✨Know the Company Inside Out
Before your interview, take some time to research Livity Life and the Millbrook Healthcare Group. Understand their mission in the Technology Enabled Care sector and how they deliver their services. This knowledge will help you align your answers with their values and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Customer Service and Warehouse Team Leader, you'll need to lead and motivate a team. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved processes. Be ready to discuss how you can create a culture of excellence and drive performance within the team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of specific scenarios where you've handled complex customer issues or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Demonstrate Your Organisational Skills
This role requires strong organisational skills, especially in managing workloads and coordinating with different teams. Be prepared to discuss how you prioritise tasks, manage time effectively, and ensure smooth operations in both customer service and warehouse settings. Highlight any tools or methods you use to stay organised.
