At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional after-sales support.
- Company: Join a supportive and growing business in Poole, Dorset.
- Benefits: Enjoy staff discounts, health plans, and enhanced pension contributions.
- Other info: Opportunity for career growth and additional leave after 3 years.
- Why this job: Make a real impact by improving customer experiences and driving operational excellence.
- Qualifications: Experience in customer service leadership with strong problem-solving skills.
The predicted salary is between 34000 - 34000 £ per year.
Customer Service Team Lead
Location
Poole, Dorset
Salary
£34,000 per annum
Hours
37.5 hours per week
Are you an experienced customer service leader with a passion for delivering exceptional customer experiences while driving operational excellence?
We're looking for a
Customer Service Team Lead to oversee our After Sales function, leading a dedicated team to deliver efficient, fair, and commercially balanced resolutions for our customers.
If you thrive in a fast-paced environment, enjoy coaching others, and have a strong commercial mindset, we'd love to hear from you.
The Role
Reporting to the
Sales Operations & After Sales Manager , you'll take ownership of the day-to-day performance of the After Sales team, ensuring customers receive outstanding service while protecting business performance and profitability.
You'll be responsible for managing returns, warranties, cancellations and customer queries, acting as the escalation point for complex cases and driving continuous improvements across processes, products and customer experience.
Key Responsibilities
- Lead, motivate and develop the After Sales team to consistently deliver excellent customer service.
- Manage the day-to-day operation, ensuring SLAs, quality standards and customer expectations are met.
- Oversee returns, warranties, cancellations and customer complaints, ensuring timely and appropriate resolutions.
- Make commercially sound decisions that balance customer satisfaction with business profitability.
- Monitor trends in returns, refunds and credits, identifying opportunities to reduce avoidable costs.
- Analyse customer feedback and operational data to identify root causes and implement improvements.
- Work collaboratively with Sales, Warehouse and Operations teams to resolve recurring issues and improve processes.
- Develop and maintain best practice procedures and standard operating processes (SOPs).
- Coach and support team members in handling complex and high-value customer cases.
- Act as the main escalation point for challenging customer situations, protecting both customer relationships and brand reputation.
About You
We're looking for someone who brings both strong leadership skills and a commercial approach to customer service.
You'll have
- Previous experience managing or supervising a customer service, after sales, returns or warranty team.
- Strong commercial awareness and the ability to balance customer satisfaction with business objectives.
- Excellent problem-solving and decision-making skills.
- Experience analysing performance data and identifying opportunities for improvement.
- A proven ability to coach, develop and motivate teams.
- Outstanding communication skills, both written and verbal.
- Excellent organisational skills with the ability to manage multiple priorities.
- Confidence working collaboratively across departments.
- A proactive mindset and passion for continuous improvement.
What's in it for you?
- Staff discounts on vehicle parts
- Discounted fuel
- Health Cash Plan (after successful probation)
- Critical Illness Cover
- Death in Service benefit
- Family Day & Community Volunteer Day
- Additional annual leave after 3 years' service
- Enhanced pension contributions after 5 years' service
- Apply Today
If you're an experienced customer service leader looking for your next challenge within a supportive and growing business, we'd love to hear from you.
Apply today with your CV, and a member of the Team Jobs team will be in touch.
Customer Service Team Lead in Poole employer: TeamJobs
At TeamJobs, we pride ourselves on being an excellent employer, offering a supportive work culture that values skill development and employee well-being. Located in Poole, our modern facility provides a collaborative environment where CNC Turners can thrive, with opportunities for growth, competitive salaries, and unique benefits like a £1,000 retention bonus and annual profit-related bonuses, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead in Poole
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TeamJobs. 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 TeamJobs 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 Poole
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 TeamJobs:Your cover letter is your chance to shine! Tell us why you want to work at TeamJobs 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 TeamJobs!
How to prepare for a job interview at TeamJobs
✨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.
