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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and meet KPIs.
- Company: Join SLS, the UK's largest independent supplier of lab equipment and chemicals.
- Benefits: Enjoy 25 days leave, a pension, and career development opportunities.
- Why this job: Be part of a friendly team that values innovation and personal growth.
- Qualifications: Proven leadership skills and a passion for customer service are essential.
- Other info: We celebrate diversity and welcome unique contributions from all applicants.
The predicted salary is between 36000 - 60000 £ per year.
About us
SLS have an exciting opportunity for a Customer Service Team Leader to join our innovative & fast paced business based in Northern Ireland. SLS are the UK’s largest independent supplier of laboratory equipment, chemicals & consumables. Because of our independence, we have a unique approach to sourcing & supplying the highest quality, best value products & brands.
Job Summary
As a Customer Service Team Leader, your prime objective is to lead and inspire a team of Customer Service Coordinators, ensuring the delivery of exceptional service and the embodiment of our core values. You will gain a deep understanding of your team’s responsibilities and remit, with a coordinator element within the role gaining hands-on experience with coordination tasks. This will enable you to identify areas for improvement, implement meaningful change, and strategically plan for growth and the success of the team. Furthermore, you will collaborate with peers and other internal departments to exceed customer expectations, drive internal efficiency by implementing processes, and manage employee performance in line with departmental KPIs.
Key Responsibilities
- Engage and motivate your team to deliver service excellence and meet set KPI’s and objectives.
- Monitor all aspects of employee engagement with customers.
- Identify and highlight any operational risks and areas for process improvement.
- Monitor the activity of incoming and outgoing work and reallocate resources where needed.
- Daily housekeeping tasks such as managing personal requirements, approving and balancing annual leave requests.
- Work closely with the CS team manager to form proposals that will provide fresh ideas and solutions that supplement our strategic business plan.
- Deliver regular training and support for your team.
- Chair regular team meetings and attend internal meetings with peers.
- Work with our facilities manager to ensure we are health and safety compliant in the regional office.
- Directly liaise with service contractors in the absence of the facilities manager on site.
- Oversee sales order processing within the region, and project manage high profile orders.
- Govern CS liaison with our Aftersales department.
- Processing customer returns.
Who we are looking for
The successful Customer Service Team Leader will have:
- A proven record in effective leadership, and the ability to lead by example.
- Passion for delivering exceptional service, and for supporting team members.
- A level of commercial aptitude and an understanding of business acumen.
- Extremely strong customer service ethics.
- Excellent written and verbal communication.
- Self-motivated, with the initiative to develop people and improve efficiency.
- Highly organised and methodical.
- Proven record of delivering service excellence in a busy environment.
- Proficiency in Outlook and Microsoft applications.
What we offer
Alongside our commitment to your professional & personal development, the Customer Service Team Leader will also receive a generous benefits package including:
- 25 days annual leave plus Bank Holidays
- Company pension
- Enhanced Maternity & Paternity leave
- Small, friendly, & sociable teams with staff events
- Career opportunities for development & progression
- Company profit bonus schemes
We are also proud to be a Living Wage Employer.
SLS is proud to be an equal opportunity workplace and is an affirmative action employer. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, veteran’s status, colour, religion, disability, sexual orientation and beliefs.
Customer Service Team Lead employer: (SLS) Scientific Laboratory Supplies Ltd.
Contact Detail:
(SLS) Scientific Laboratory Supplies Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Familiarise yourself with SLS's core values and mission. Understanding what drives our company will help you align your leadership style with our goals, making you a more attractive candidate.
✨Tip Number 2
Showcase your experience in leading teams by preparing specific examples of how you've motivated and engaged your team in previous roles. This will demonstrate your ability to inspire others and deliver service excellence.
✨Tip Number 3
Research common challenges faced in customer service environments and think about innovative solutions you've implemented in the past. Being able to discuss these during interviews will highlight your problem-solving skills.
✨Tip Number 4
Network with current or former employees of SLS if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Customer Service Team Leader position. Tailor your application to highlight how your experience aligns with these expectations.
Highlight Leadership Experience: Emphasise your proven record in effective leadership within your CV and cover letter. Provide specific examples of how you have motivated teams, delivered service excellence, and implemented process improvements in previous roles.
Showcase Communication Skills: Since excellent written and verbal communication is crucial for this role, ensure your application is well-structured and free of errors. Use clear and concise language to convey your ideas and experiences.
Demonstrate Customer Service Passion: In your application, express your passion for delivering exceptional customer service. Share anecdotes or achievements that illustrate your commitment to customer satisfaction and how you've supported team members in achieving this goal.
How to prepare for a job interview at (SLS) Scientific Laboratory Supplies Ltd.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated and inspired your team to achieve exceptional service.
✨Understand the Company Values
Familiarise yourself with SLS's core values and mission. During the interview, relate your personal values to those of the company, showing that you align with their approach to customer service and teamwork.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you've identified operational risks or implemented process improvements, and be ready to discuss them in detail.
✨Demonstrate Your Communication Skills
Excellent communication is key in this role. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you would communicate with your team and other departments to ensure seamless collaboration and service delivery.
