Customer Services Team Leader

Job Title: Customer Services Team Leader
Contract Type: Permanent
Location: Telford
Salary: TBC
Start Date: 2019-02-25 00:00:00
Reference: 051106443
Contact Name: Stephanie Bailey
Contact Email:
Job Published: February 18, 2019 17:38

Job Description

My Telford based client is currently recruiting for a Customer Services Team Leader

Hours of work: 9.00am – 5.30pm

The successful candidate for this role will have a desire to work with a small Customer Services Team.

Duties may include:
 Control orders and enquiries into the Customer Service Department, ensuring they are handled professionally, promptly and efficiently.
 Ensure that customer satisfaction is the minimum standard, and endeavour to exceed customer expectations.
 Monitor workloads across the team and support on larger projects as relevant.
 Review reports daily, to ensure orders and communications are on time and accurate.
 Support the team by shadowing and training as necessary to ensure best practice.
 Ensure all orders are processed to meet supplier cut off times, and assistance is available to the team to enable this.
 Ensure all returns and credits are raised accurately and appropriately, taking corrective action where possible to reduce the volume.
 Develop current working practices as appropriate to improve efficiency.
 Encourage good and appropriate communication from the whole department, to both internal and external customers.
 Complete KPI's for the team as required by department Manager.
 Understand and action escalation for any potential issues as they arise, encouraging team to provide early feedback to minimise as much as possible.
 Adhere to and update the processes documented in the ISO 9001 Quality Management Standard & ISO 14001 Environmental Management Standard.
 To complete other duties when requested by the department Manager.

Key Competencies
 Strong sense of Customer Service and Customer Satisfaction.
 Ability to prioritise and organise, with the flexibility to multi-task.
 Excellent communication skills, for external and internal customers, staff and management,
through email and telephone calls.
 Good English language and grammar skills, with good attention to detail.
 Experience in Team Leader/Supervisory Roles is essential.
 Reliable, Team player.
 Knowledge of ISO 9001 & ISO 14001

Please contact Steph Bailey on 01952 291250 for further information