October 18

Customer Services Team Leader

October 18
We have been retained by a market leading manufacturer and distributor of construction materials, with a true global presence to source a Customer Service Team Leader, you will be an integral part of the wider team reporting into the Commercial Operations Manager, the position will support the wider team in delivering a world-class customer service that provides meaningful value to their customers. The role will work closely with colleagues throughout the commercial team.   Key Responsibilities  
  • Day to day supervision of the Customer Services Team, manage and prioritise resources by making full and proper use of all relevant information
  • Conduct regular 1-2-1s and appraisals with members of own team in order to ensure performance of team is maintained at a high standard
  • Train, coach and develop the Customer Service team in achieving positive customer experiences
  • Through sound communication skills and solid customer interactions, develop strong relationships with the customer service base
  • Monitor supplier performance on a quarterly basis through one to one meetings
  • Ensure best practice across the function ensuring export regulations and compliance are understood and reviewed periodically
  • Complete after sales & complaints follow up with appropriate customers
  • Attain the highest standards of customer satisfaction, evidenced through recognised satisfaction measurements
  • Ensure that all aspects of the department are covered for holiday and sickness for both UK domestic and export to ensure business continuity
  • Ensure full utilisation on the CRM system
  Candidate Requirements  
  • Good GCSE standard education, particularly in English and Maths
  • Supervisory or leadership experience is a must.
  • Excellent communication skills in written, face to face, and email modes, including report writing – with particular focus on the telephone
  • Customer Service background, particularly in relation to a customer centric focused approach (Customer Service qualification desirable but not essential)
  • Good IT skills with practical experience of CRM and ERP systems
  • Commercially aware with the ability to spot and maximise selling opportunities as they arise
  • Technical appreciation of construction industry (Desirable)
  • Tenacious and organised, operates proactively with a “follow-up” mind set
  • Works in a transparent way and is open and honest with both internal and external colleagues
  • Exceptional time management skills and attention to detail
  In return my client are offering a salary of c£35,000, 5% Bonus and Benefits. As well hybrid working with flexibility around days and hours. This is an exceptional opportunity to join a growing business with progression opportunities both personally and professional.
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