Customer Service Team Leader - #2141605

Customer Service Team Leader

• Location: Birmingham
• Salary: £30,000 – £35,000
• Hours: Monday – Friday, 9:00am – 5:00pm
• Sector: FMCG
• Start: Immediate Start Available

About the Role

Our client is an established and growing FMCG business based in Birmingham and is looking to recruit an experienced Customer Service Team Leader to join their team on an immediate basis.

This is an excellent opportunity for an experienced Customer Service Supervisor, Customer Service Team Leader or Senior Customer Service Executive looking to take the next step in their career.

You will be responsible for managing a small team, ensuring customers receive an excellent level of service and that day-to-day customer service operations run efficiently.

Key Responsibilities

• Manage, motivate and support a small Customer Service team.
• Oversee the day-to-day customer service operation.
• Monitor team performance and ensure agreed KPIs and service levels are achieved.
• Coach and develop team members to improve performance.
• Handle and resolve escalated customer queries and complaints.
• Build and maintain strong relationships with customers.
• Ensure customer orders, enquiries and requests are dealt with accurately and efficiently.
• Work closely with Sales, Operations, Logistics and other internal departments.
• Identify opportunities to improve customer service processes and procedures.
• Produce and monitor customer service reports and performance information.
• Lead by example and promote a positive, customer-focused working environment.

About You

The successful candidate will ideally have previous experience in a Customer Service Team Leader, Customer Service Supervisor, Customer Service Manager or Senior Customer Service position.

You should have:

• Experience managing or supervising a customer service team.
• Strong customer service and communication skills.
• Experience working towards KPIs and service level targets.
• Excellent problem-solving and complaint-handling skills.
• Strong organisational skills and attention to detail.
• A confident and professional telephone manner.
• The ability to motivate and develop a small team.
• Good IT and Microsoft Office skills.
• Experience within FMCG, manufacturing, retail, distribution or a fast-paced customer service environment would be advantageous.

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