Customer Service Team Lead

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.

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

• 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

• 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.
• Cycle2work schemes.

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.