At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and manage multiple projects.
- Company: Join a fast-paced global solutions provider known for outstanding customer service.
- Benefits: Enjoy a competitive salary, monthly bonuses, free lunches, and a vibrant office culture.
- Other info: Work in a supportive environment that values diversity and teamwork.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer service and strong leadership skills are essential.
The predicted salary is between 25000 - 28500 £ per year.
We're looking for an experienced Customer Services Team Leader to join our office-based Customer Service team.
Salary: Up to £36,000 doe
Contract type: Permanent
Hours: 40 hours per week
Location: Poole
Holiday: 30 days paid (inc. bank holidays)
What You Will Be Doing:
- Sales Shared Services - Customer Experience Associates: Oversee the Sales Shared Services CEAs and ensure that our customers receive exceptional customer service both on the phone and via email.
- Telephone calls: Knowledge of different styles of telephone communication, documentation of calls, telephone account management, and dealing with customer queries. Skills include the ability to adopt the most appropriate approach, providing timely responses to customer queries, and maintaining a positive client relationship.
- Emails: Knowledge of different styles of email communication, documentation of emails, and dealing with customer queries. Skills include the ability to adopt the most appropriate approach to email enquiries and providing timely responses.
- Process orders: Familiarity with the operation of relevant software and channels for incoming order processing. Skills include entering data and processing orders through Company ERP, Ctrl Cloud, and other web-based order channels.
- Record all order processing: Familiarity with the Company CRM to record all order processing and related information. Skills include recording sales order processing information using a high level of software and IT skills.
- Project Management: A solid understanding of time scales and criticalness of projects, business processes, and workflows. Skills include proactively managing expectations and ensuring accountability among team members.
- Setting up of new logos: Understanding the information needed for logo setup and ensuring prompt sign-off. Skills include correct use of logo setup computer systems and keeping all systems up to date.
- Create and import kitted codes: Understanding the information needed for kitted codes setup and ensuring accuracy before importing into company systems.
- Consignments: Understanding how consignments work and ensuring prompt customer sign-off. Skills include correct use of computer systems and maintaining accurate documentation.
- Producing Commercial Invoices: Understanding how to use OGL Profit Plus, excel, and word to produce accurate commercial invoices.
KPI's:
- Customer Experience Associates team to have OTTC of 90%.
- All customer emails received before 4pm to be responded to the same day.
- All phone calls received to be answered within 3 rings.
- Internal projects to be completed to a high standard and within the agreed timeframe.
- All tasks carried out are documented in the Company's CRM system.
- On Time Task Completion to be 90%.
- Complete 20 tasks per day.
- Take 20% of all calls into the central Customer services line.
- Orders received by agreed times need to be processed by the agreed cut off times.
What's In It For You:
- Modern open plan office
- Monthly profit share bonus scheme
- Company sick pay
- Free onsite parking
- Perks at Work scheme
- Tuck shop snacks
- Free lunch every Friday
- Charity dress down day every Friday
- Cycle to Work scheme
- Complementary Birthday vouchers
- Subsidised workplace massage
- Eye care reimbursement
- Employee assistance programme (EAP)
- Company social and corporate events
Who We Are: We're a fast‑paced, forward‑thinking global solutions provider who is redefining operational excellence for businesses. We're famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever‑changing world.
Where you work: Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to success.
Who You Are: You're someone who genuinely cares about delivering a great experience every time a customer picks up the phone or sends an email. You're organised, proactive, and calm under pressure, able to juggle multiple priorities while keeping accuracy and attention to detail front and centre. You're a natural problem-solver who doesn't wait to be asked, spotting opportunities to improve processes and support your team.
Customer Services Team Leader employer: TOWER SUPPLIES
Join a dynamic and innovative team in Poole as a Customer Services Team Leader, where you'll enjoy a modern open-plan office that fosters collaboration and communication. With a strong emphasis on employee well-being, we offer a range of benefits including a monthly profit share bonus, free lunches, and opportunities for professional growth in a supportive environment that values diversity and encourages your voice to be heard.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TOWER SUPPLIES. 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 TOWER SUPPLIES 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 Services Team Leader
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 TOWER SUPPLIES:Your cover letter is your chance to shine! Tell us why you want to work at TOWER SUPPLIES 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 TOWER SUPPLIES!
How to prepare for a job interview at TOWER SUPPLIES
✨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.
