Customer Service Team Leader

We are looking for an experienced Customer Service Lead to oversee daily operations, handle escalated issues, and ensure a smooth customer experience.

What you’ll do

• Lead and support the customer service team in managing daily inquiries, complaints, and service requests.
• Act as the first point of contact for escalated customer issues and ensure prompt resolution.
• Develop and implement processes to improve customer service efficiency and satisfaction.
• Monitor customer interactions, ensuring high-quality service and compliance with company standards.
• Work closely with production, logistics, and sales teams to address customer concerns effectively.
• Train and mentor customer service representatives to enhance their problem-solving and communication skills.
• Analyze customer feedback, identify trends, and provide recommendations for service improvements.
• Maintain accurate records of customer interactions and resolutions for reporting and analysis.
• Assist in setting team goals and performance metrics, ensuring continuous improvement.

What you bring

• Proven experience in a senior customer service role, preferably in a manufacturing or industrial environment.
• Strong leadership skills with experience managing or mentoring a customer service team.
• Excellent problem-solving abilities with a proactive and customer-focused approach.
• Ability to handle difficult conversations and resolve issues effectively.
• Strong communication and interpersonal skills to liaise with customers and internal teams.
• Experience working with CRM systems and customer service software.
• Ability to analyse data and customer trends to improve processes.
• Strong organisational and multitasking skills in a fast-paced environment.
• Ability to work well under pressure and have attention to detail.

Why Join Us?

• Opportunity to work in a dynamic and growing manufacturing business.
• Supportive team culture with career growth opportunities.
• A chance to make a real impact by improving customer experience and service standards.

Benefits

• Companywide bonus scheme
• 25 days annual leave
• Service and recognition awards.
• Training and development opportunities
• Company Pension
• Life Assurance 4x salary
• Discounted Gym Membership
• Enhanced family friendly policies
• Free annual flu vaccination vouchers
• Employee assistance program which includes a 24/7 virtual GP service
• Cash health plan.
• Free home cyber security training
• Cycle to work scheme.
• Free onsite parking

37 hours a week, Monday to Thursday 8.30am – 4.30pm and Friday 8.30am – 4pm at our West Bromwich site.

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