At a Glance
- Tasks: Lead and develop a dynamic Customer Care Team to deliver exceptional service.
- Company: Join a growing Contracts division in the heart of West Riding of Yorkshire.
- Benefits: Enjoy a competitive salary, quarterly bonuses, and a permanent full-time role.
- Other info: Flexible travel required; great opportunity for career growth in a thriving business.
- Why this job: Make a real impact by improving customer service processes and team performance.
- Qualifications: Experience in customer service leadership and a passion for team development.
Location: West Riding of Yorkshire
Salary: £35,000 - £40,000 + Quarterly Bonus
Employment Type: Permanent / Full-Time
About the Client
KBB Recruitment are representing a growing Contracts division. This is an exciting opportunity to join a growing Contracts team and play a key role in delivering an outstanding customer experience to housebuilders and main contractor customers.
About the Role
As a Contracts Customer Care Team Leader, you will be responsible for leading, supporting and developing the Customer Care Team, ensuring consistently high levels of service across the Contracts division. You will manage a team of Customer Care Advisors, providing clear direction, support and accountability while driving performance against agreed service levels and business objectives. You will also work closely with key stakeholders across the business to identify opportunities for continuous improvement, develop processes and support the continued growth of the Contracts division.
Key Responsibilities
- Lead, motivate and support the Customer Care Team to consistently meet agreed SLAs and service standards.
- Set clear and achievable objectives, monitoring performance and driving continuous improvement.
- Monitor, analyse and report on team performance, identifying trends and areas for development.
- Conduct regular one-to-one meetings, performance reviews and employee meetings.
- Take ownership of team performance and proactively address challenges and customer issues.
- Act as a senior point of escalation, ensuring customer concerns are resolved effectively and professionally.
- Identify training and development needs and support team members in building their knowledge, skills and confidence.
- Work closely with internal stakeholders to support new processes, operational improvements and future growth.
- Attend stakeholder meetings relating to customer service, performance and process reviews.
- Share feedback and develop improvement plans with other areas of the business.
- Create and maintain a positive, accountable and high-performing team environment.
- Attend customer visits where required, representing the business professionally.
- Be flexible to travel between company locations when required.
Requirements / Skills
- Previous experience within the contract kitchen sector.
- Previous experience leading, managing or developing a customer service team.
- Strong understanding of customer service and relationship management.
- Excellent communication skills, both written and verbal.
- Strong organisational and time-management skills.
- Ability to prioritise effectively and manage competing demands.
- Comfortable working within a challenging, dynamic and fast-paced environment.
- Strong attention to detail.
- Excellent problem-solving and escalation management skills.
- A passion for developing and growing high-performing teams.
- Ability to work effectively across multiple locations.
- Full UK driving licence preferred due to occasional travel.
What’s on Offer
- Quarterly bonus.
- Permanent, full-time position.
- Leadership role with the opportunity to develop and support a high-performing team.
- Opportunity to influence customer service processes and operational improvements.
- Regular interaction with senior stakeholders and key customers.
- The chance to build a long-term career within a growing kitchen and Contracts business.
How to Apply
To apply, please send your CV or contact Amber for more information. KBB Recruitment are acting as the employment agency for this position.
Contracts customer care team leader employer: Simon Acres Group
Join a well-established and growing kitchen and design organisation in Lincolnshire or Yorkshire & the Humber, where you will lead a diverse team of approximately 35 design professionals. This role not only offers a competitive salary of £45,000 – £50,000 but also provides a supportive work culture that encourages professional development and collaboration. With opportunities to influence team performance and engage in exciting contract and public sector projects, this position is perfect for those seeking meaningful and rewarding employment in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contracts customer care team leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Simon Acres Group. 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 Simon Acres Group 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 Contracts customer care team leader
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 Simon Acres Group:Your cover letter is your chance to shine! Tell us why you want to work at Simon Acres Group 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 Simon Acres Group!
How to prepare for a job interview at Simon Acres Group
✨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.
