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- Tasks: Lead a dynamic Customer Service team to deliver exceptional support and manage daily operations.
- Company: Join Videndum, a leader in image capture and content creation with a focus on innovation.
- Benefits: Enjoy competitive pay, flexible hours, generous holidays, and health benefits.
- Why this job: Make a real impact by leading a passionate team in a fast-paced environment.
- Qualifications: 5+ years in customer service, strong leadership, and excellent communication skills.
- Other info: Embrace a diverse workplace with opportunities for growth and professional development.
The predicted salary is between 36000 - 60000 £ per year.
Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage. Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.
Role Summary
To work within the Customer Service team in a leadership role, coordinating daily activities to ensure the team consistently delivers exceptional service to both internal and external customers.
Work Location: Bury St Edmunds
Main Responsibilities and Tasks
- Develop and maintain a strong working relationship with all B2B (Business to Business) customers, assisting them in processing orders, ensuring stock is managed and orders are delivered as required.
- Create and maintain a good relationship with the Sales Team, be in touch with them regularly to share information on the daily activities and be updated on the market situation.
- Oversee the management of the Salesforce platform within the team to achieve the KPIs set by the group.
- Ensure all personally addressed emails received are responded to promptly.
- Manage the Info UK mailboxes and tasks within the Customer Service team.
- Handle sales orders for UK customers, including price amendments upon Finance approval, applying promotions, and releasing orders to the warehouse according to the delivery schedule.
- Arrange freight to ensure timely product delivery.
- Utilise the Vendor Central platform to manage the Amazon account effectively.
- Collaborate with various delivery companies to ensure the correct service is applied to shipments, asking for quotes when needed.
- Work with the goods-in team to ensure the returns process is managed efficiently.
- Raise credits and Statements of Account (SOAs) as authorised by the accounts team.
- Oversee the warranty replacement procedure with support from Studio 1, ensuring timely resolution of faulty products and customer concerns.
- Continuously enhance your product knowledge across brands and encourage the Customer Service team to do the same.
- Collaborate with the warehouse team to manage workflow, priorities, special instructions, including the release of backorders alongside daily.
- Create internal files to share information, such as the intake sheet showing the value of orders received daily.
Team Leading
- Develop the strategies defined by the Customer Service Manager and provide regular feedback on daily activities.
- Provide strong leadership to the UK Customer Service team, fostering a positive and productive work environment.
- Identify training needs and opportunities for team members, ensuring continuous professional development.
- Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
- Address and resolve any conflicts or issues within the team promptly and effectively.
- Implement strategies to keep the team motivated and engaged, recognising and reporting outstanding performance.
- Ensure optimal allocation of resources within the team to meet workload demands and achieve departmental goals.
Our Benefits
- Competitive Pay
- Salary Sacrifice Pension
- 25 Days Holidays + Bank Holidays
- Flexible Working Hours
- Enhanced Maternity and Paternity Benefits
- Employees Sharesave Scheme
- Volunteering Opportunities
- Fund Raising Events with our ESG programme - Action4Good
- Private Medical Insurance
- Life Assurance
- Free On-Site Parking and EV Charging
- And lots more!
Our goal is to create a gender and culturally diverse workforce as we believe this is critical to our success. We are committed to attracting, developing, growing and retaining a diverse workforce. Talk to us about your flexible working aspirations – we’re open to flexible hours to fit around family commitments.
Knowledge and Skills Essential
- Excellent verbal and written communication skills
- Excellent organisational and administrative skills with the ability to prioritise
- Ability to work under pressure, handle criticism well and remain patient and calm during stressful situations
- A strong working knowledge of Microsoft Office, including Excel and Word
- Ability to work independently at speed and with accuracy
- Ability to work as part of a team and to lead a team, displaying motivation and a flexible working attitude
- Ability to use initiative and to innovate, when required
- Experience of working in a customer service environment for 5+ years
ESG as a key performance measure within our business. We are looking for individuals who share our commitment to supporting our environment, our communities, promoting diversity and operating ethically in everything we do.
Videndum Mindset
- Exceptional Product Performance
- Customer Focus
- Leading a Fast-Changing Market
- Global Capability
- Transparency, Integrity and Respect
- Environmental Consciousness
Health and Safety
All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.
Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.
Customer Services Team Leader, UK in Bury St Edmunds employer: Videndum plc
Contact Detail:
Videndum plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader, UK in Bury St Edmunds
✨Tip Number 1
Get to know the company inside out! Research Videndum's products and values so you can chat confidently about how your experience aligns with their mission. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer service leadership. Think about how you’d handle team conflicts or motivate your crew – they’ll want to see your leadership skills in action!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you fresh in their minds. Plus, it shows you’re proactive and keen on the opportunity!
We think you need these skills to ace Customer Services Team Leader, UK in Bury St Edmunds
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and team leadership. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers and team members, it’s crucial to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to reflect this.
Highlight Your Organisational Skills: We’re looking for someone who can juggle multiple tasks effectively. In your application, mention any experience you have with managing priorities or leading a team to meet deadlines. This will show us you can handle the pressure!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Videndum!
How to prepare for a job interview at Videndum plc
✨Know Your Stuff
Make sure you have a solid understanding of Videndum's products and services. Familiarise yourself with the image capture and content creation market, as well as the specific challenges faced by B2B customers. This will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Services Team Leader, you'll need to exhibit strong leadership qualities. Prepare examples of how you've successfully led teams in the past, resolved conflicts, and motivated team members. Be ready to discuss your approach to fostering a positive work environment and how you plan to develop your team's skills.
✨Communicate Clearly
Excellent verbal and written communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. During the interview, ensure you listen actively and respond thoughtfully to questions, demonstrating your ability to communicate effectively with both internal and external customers.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific situations related to customer service and team management. Think of scenarios where you've had to manage tight deadlines, resolve customer complaints, or implement new processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your problem-solving abilities.
