Sheffield - CSR Lead

As CSR Lead, you will be responsible for leading the Customer Service Representative team, ensuring customers receive a consistently high standard of service throughout their journey with Thompson Commercials. You will act as the primary point of contact for customer service operations within the depot, overseeing customer interactions, supporting service advisors, coordinating communication between departments, and driving continuous improvements in customer satisfaction. This role combines hands-on customer engagement with team leadership, making it ideal for someone who enjoys developing people, improving processes, and delivering exceptional customer experiences.

Key Responsibilities

• Lead, motivate, and support the Customer Service Representative team to deliver outstanding service standards.
• Act as the first escalation point for customer enquiries and complaints, ensuring prompt and effective resolution.
• Build and maintain strong relationships with customers, ensuring a positive experience at every touchpoint.
• Coordinate service bookings and customer communications throughout the service process.
• Work closely with Service Advisors, Workshop Controllers, and Parts teams to ensure seamless customer journeys.
• Monitor customer feedback and identify opportunities to improve service delivery and customer satisfaction.
• Support the onboarding, training, and development of customer service team members.
• Ensure customer records, bookings, and documentation are maintained accurately and efficiently.
• Track key customer service metrics and provide regular reporting to depot management.
• Promote additional products and services that add value to customers and support business growth.
• Assist with operational and administrative tasks to support the wider depot team when required.
• Champion Thompson Commercials' values and customer-first culture across the depot.

Experience:

• Proven experience in a customer service leadership, team leader, or supervisory role.
• Strong track record of delivering excellent customer service in a fast-paced environment.
• Excellent communication, interpersonal, and relationship-building skills.
• Ability to coach, motivate, and develop team members.
• Strong organisational skills with the ability to prioritise multiple tasks effectively.
• Experience handling customer complaints and escalations professionally.
• Confident using customer service systems, booking platforms, and Microsoft Office applications.
• Proactive, positive, and solutions-focused approach.
• Experience within the commercial vehicle, automotive, transport, or fleet sector.
• Understanding of service department processes and workshop operations.
• Experience monitoring customer service KPIs and performance metrics.
• Knowledge of CRM systems and customer satisfaction programmes.
• Familiarity with vehicle maintenance terminology and industry practices.

Why Join Thompson Commercials?

• Be part of a successful and growing business with a strong reputation across the East of England.
• Join a supportive team that values loyalty, reliability, and career progression.
• Lead and develop a customer-focused team with real influence on depot performance.
• Access ongoing training and development opportunities.
• Benefit from a competitive package including: Company pension scheme, Employee Assistance Programme, Cycle-to-Work Scheme.
• Make a genuine impact within one of the UK's most trusted commercial vehicle dealership networks.