At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for clients and suppliers.
- Company: Established distributor of building materials with a strong presence in Ireland.
- Benefits: Competitive salary, pension, and generous annual leave.
- Other info: Join a supportive environment with opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer service processes and leading a passionate team.
- Qualifications: Experience in team leadership and proficiency in SAP required.
The predicted salary is between 35000 - 37000 £ per year.
A well-established distributor of building materials, supplying roofing, flooring and building merchant customers across Ireland and Northern Ireland. The Belfast site is a key part of the business, and this role is being created to bring a stronger layer of leadership to an already capable Customer Service team.
As Customer Service Team Leader, you will lead a team of three, acting as first point of contact for the team while also providing support to customers, suppliers, transport carriers and internal teams. You will ensure that purchase orders, quotations, queries, invoicing and deliveries are processed accurately and in a timely manner across the roofing, flooring and merchant product areas. Alongside customer service leadership, the role carries some financial administration, including bank reconciliations and lodgements.
Key Responsibilities
- Act as first point of contact for the Customer Service team
- Lead, manage and support the Customer Service team to ensure a consistently high level of customer service
- Oversee and participate in the processing of incoming purchase orders, quotation requests, customer queries and sales enquiries by phone and email
- Allocate and prioritise customer orders, quotations and enquiries across the team to ensure work is completed efficiently and within agreed timescales
- Monitor the processing of sales invoices and ensure accuracy and compliance with company procedures
- Liaise with warehouse and transport carriers regarding delivery schedules and resolve any delivery issues or delays, keeping customers informed
- Act as first point of escalation for complex customer queries, complaints, order issues and urgent requirements
- Support the team in dealing with customers at the trade counter and ensure a professional and efficient service
- Provide day-to-day support and guidance to Customer Service Agents, including coaching and problem-solving
- Support the training and onboarding of new members of the Customer Service team
- Monitor team workloads, performance and service levels, identifying areas where additional support or training may be required
- Work closely with management, the external sales team, warehouse and transport departments to ensure customer requirements are met
- Identify opportunities to improve customer service processes, reduce errors and improve efficiency
- Ensure scanning, filing and administrative duties relating to completed sales orders are completed accurately and on time
- Take incoming calls and ensure they are handled or directed appropriately
- Complete bank reconciliations and process lodgements
- Provide regular feedback to management on customer service performance, issues and opportunities for improvement
The Ideal Candidate
- Proven experience leading or supervising a small team, with a natural ability to bring structure and direction
- Strong proficiency in SAP
- Comfort operating in a high-volume, high-SKU-diversity environment
- Confidence managing stakeholders across the business, including senior leaders and Directors
- A sharp eye for detail and a genuine interest in identifying and implementing process improvements
- A preference for structure and process, and the confidence to implement change rather than just maintain the status quo
- Excellent written and verbal communication skills
- Excellent organisational and administrative skills
- The ability to prioritise workloads and meet deadlines
- Good judgement in deciding when issues should be escalated
- Comfort with bank reconciliations and basic financial administration
Package
- Basic Salary: £35,000 - £37,000
- Pension
- 21 days Annual Leave
- 10 days Statutory Leave
Customer Service Team Lead in Belfast employer: Tactical Talent Recruitment
As a leading distributor of building materials, our Belfast location offers a dynamic work environment where you can thrive as a Customer Service Team Leader. We pride ourselves on fostering a supportive culture that encourages professional growth and development, with opportunities for training and leadership advancement. Enjoy a competitive salary package, a collaborative team atmosphere, and the chance to make a meaningful impact in a key role within our organisation.
Contact Details:
Tactical Talent Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tactical Talent Recruitment. 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 Tactical Talent Recruitment 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 Belfast
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 Tactical Talent Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Tactical Talent Recruitment 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 Tactical Talent Recruitment!
How to prepare for a job interview at Tactical Talent Recruitment
✨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.
