Customer Service Team Leader

Customer Service Team Leader

Salary: £30,000 per annum

Monday – Friday (Monday – Thursday: 8:30am – 5pm and Friday: 8:30am – 2pm). 37.5 hour working week with a 30 minute lunch.

Holiday entitlement: 25 days plus 8 Bank Holidays (total of 33 days)

Other benefits such as increased company pension contribution, health packages and an amount of personal hours to be used like annual leave for occasions such as Dentist appointments etc.

Kettering. Fully office based

Permanent  

Match Recruitment are recruiting on behalf of their client in Kettering. This is a brand new position that has been created due to an internal promotion and growth plans for our client. Our client is the UK division (with their Head Office in Europe) of a long established manufacturing market leader, suppling their products on a business to business basis, they don’t sell their products direct to retail. The UK company has a total headcount of circa 50 employees based from Kettering.

Due to an internal promotion and focusing on internal growth of the business, this role has been created to be the link between the department manager and the team of 5. You’ll be responsible for leading (and having those tough conversations where necessary) the team to complete their own day to day responsibilities and tasks. Other core duties will be completing various management KPI reports, overseeing the company’s order book and working with other departments to ensure efficient inter-departmental communication.  

Information from our client on what your day to day will look like:

• Providing direction to the Customer Service team members to ensure that all department activity is completed, in line with ISO regulations, in a time frame that meets KPI targets and/or customer expectation, whilst delivering a first class customer experience
• Leading daily team meetings
• You will oversee the order book and work with all relevant departments to allow all orders to be processed efficiently, accurately and with the intention of delivering all orders on time in full.
• Ownership of the incoming enquiries, team distribution of the enquiries and ensuring resolution is carried out in a timely manner
• Escalation point for customer queries
• Work with the department manager to manage department procedures, constantly testing them to ensure they are effective and efficient.  Creation and documentation of new procedures in the department whilst following ISO guidelines
• With any return items, investigating into the root cause of the return (could be because damaged by the courier company in transit)

Please apply today to learn more and be considered and shortlisted.

Match Recruitment Ltd is a Recruitment Agency and Employment Business and REC Corporate member based in Wellingborough and operating across Northamptonshire and nearby areas. If you haven’t received contact within 72 hours, please consider yourself unsuccessful on this occasion. Please don’t be despondent and feel free to apply to future job adverts.