At a Glance
- Tasks: Lead a dynamic customer service team to deliver exceptional after-sales support.
- Company: Join a supportive and growing business focused on operational excellence.
- Benefits: Enjoy staff discounts, health plans, and enhanced pension contributions.
- Other info: Great opportunities for career growth and additional leave after 3 years.
- Why this job: Make a real impact by improving customer experiences and driving team success.
- Qualifications: Proven leadership in customer service with strong commercial awareness.
The predicted salary is between 31500 - 38500 £ per year.
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.
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.
- Leading, motivating and developing the After Sales team to consistently deliver excellent customer service.
- Managing the day-to-day operation, ensuring SLAs, quality standards and customer expectations are met.
- Overseeing returns, warranties, cancellations and customer complaints, ensuring timely and appropriate resolutions.
- Analysing customer feedback and operational data to identify root causes and implement improvements.
- Working collaboratively with Sales, Warehouse and Operations teams to resolve recurring issues and improve processes.
- Coaching and supporting team members in handling complex and high-value customer cases.
- Acting as the main escalation point for challenging customer situations, protecting both customer relationships and brand reputation.
We're looking for someone who brings both strong leadership skills and a commercial approach to customer service:
- 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.
- Experience analysing performance data and identifying opportunities for improvement.
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.
Pensions Communications and Training 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.
