We are seeking a skilled and motivated Customer Service Team Leader to oversee customer service operations in the FMCG industry. This role requires a strong ability to manage customer relationships and ensure excellent service delivery.
Client Details
Our client is a reputable organisation within the FMCG industry, known for its commitment to quality and customer satisfaction. As a medium-sized company, they provide a professional and structured environment that supports growth and innovation. Due to continued growth, they are currently looking for a Customer Service Team Leader to join them on a permanent basis, based in Bury St Edmonds. This role combines strong strategic leadership with a hands‑on approach, so we’re looking for someone who is just as comfortable shaping direction as they are rolling up their sleeves and getting involved in day‑to‑day delivery.
Description
- Supervise and manage the customer service team to achieve performance targets.
- Ensure the delivery of excellent customer service and maintain customer satisfaction.
- Develop and implement customer service policies and procedures.
- Monitor and evaluate team performance, providing constructive feedback and training.
- Handle escalated customer inquiries and resolve issues effectively.
- Collaborate with internal departments to ensure smooth operations and communication.
- Analyse customer service metrics and prepare regular reports for management.
- Identify opportunities for process improvements and implement solutions.
Profile
- A background in customer service within the FMCG industry.
- Strong supervisory and leadership capabilities.
- Proficiency in managing customer relationships and handling escalations.
- Excellent communication and problem‑solving skills.
- A proactive approach to identifying and implementing process improvements.
- Experience in analysing customer service metrics and reporting.
- Live locally to Bury St Edmonds.
Job Offer
- Competitive salary, negotiable depending on experience.
- Opportunities to work in a respected organisation within the FMCG industry.
- Supportive and professional work environment.
- Potential for personal and professional development.
If you are an experienced Customer Experience Supervisor ready to make an impact, we encourage you to apply today.
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