Customer Service Team Leader Full Time Permanent

Customer Service Team Leader

South Wigston

£26,000+ DOE

Hybrid & Office based (flexible, 9-5pm)

A global e-commerce business who have gone through phenomenal growth since opening their UK offices 5 years ago, are now looking to add an experienced Customer Service Team Leader to their busy service team.

Responsibilities of the Role:

• Line manage and coach a team of Customer Service Advisors
• Deliver the front line and back-office function as well as ensuring SLA’s are met
• Evaluate team performance consistently, implement and identify improvements
• Take ownership of monthly 1-2-1’s with your team of Customer Service Advisors, analysing individual and team performance to implement improvement strategies
• Create weekly and monthly reporting to show progress against SLAs.
• Be able to get stuck in, when absences occur and ensure day to day operations are continuously met by stepping in stepping up when required
• Dealing with customer escalations and complaints
• Support the recruitment process for Customer Service
• Deputise when needed for Customer Service Manager

Requirements of the role:

• 2+ years’ experience in a Senior Customer Service or Team Leader role
• Experience within the distribution sector on a large volume scale.
• Salesforce experience
• IT Literate (Excel/Google Sheets)
• PC literate – particularly in Excel / Google Sheets.
• Good eye for detail when dealing with numerous tasks simultaneously.
• Ability to remain calm and deal courteously with people whilst working under pressure.
• Enthusiastic, a self-starter and an influencer in getting teams engaged.
• Ability to multi-task effectively in pressurised situations.
• Ability to demonstrate that they can move between supervising and doing as the role requires.

Interested? Please click apply!