Customer Service Team Leader

We are looking for a unique leader who understands that world-class service and technical print accuracy are two sides of the same coin. You will oversee a dual-function team, ensuring that every interaction, from a live chat inquiry to a complex complaint, is handled with speed and expertise.

• Performance Coaching: Lead, mentor, and develop a hybrid team of between 5 & 7 Customer Service and Studio Agents, conducting regular 1-to-1s, coaching and quality audits.
• Workflow Orchestration: Balancing resources between communication channels (call, email, chat) and technical artwork flows, whilst not only maintaining industry leading SLA’s, but improving them.
• Process Evolution: Identify bottlenecks and eradicate friction to increase efficiency and improve client experience.
• Client Advocacy: Handle high-level escalations with a focus on commercial resolution and long-term retention.
• Data-Driven Leadership: Use KPIs and customer feedback to inform strategic shifts and report on team productivity to senior management.Do you have prior leadership experience and dream of leading a high-performing team that makes our clients look exceptional, if so, I would definitely read on., You aren’t just a manager; you are a print-savvy mentor who leads by example.
• Proven Leadership: Previous experience leading a team in a fast-paced, high-volume environment is essential (Print or Manufacturing highly desired).
• KPIs – You don’t just ‘report’ numbers; you interpret them. You have experience using KPIs like First Contact Resolution (FCR) and Net Promoter Score (NPS) to drive team behaviour and celebrate wins.
• Tech-Forward Mindset: Experience (or a high interest) in integrating AI tools and advanced tech into daily operations.
• Resilience: The ability to keep a team motivated and precise under the pressure of tight deadlines and high job volumes.
• Confident Communicator: You are a high-impact, articulate leader who provides absolute clarity and direction to your team, presents data-driven strategic insights with conviction to management, and serves as the authoritative, solution-oriented voice of the brand when navigating technical complexities with our clients.Route 1 Print is the UK’s largest online trade printer, and we didn’t get there by playing it safe. We are looking for a Team Leader who can add tremendous value and experience to our Customer Service team and our precision-focused Studio Agents. As we gear up for exceptional growth over the next 12 months, we need a leader who can maintain our ‘client-first’ culture while driving technical excellence across the team.
• Route 1 Print puts significant emphasis on deploying the latest tech, enabling us to stay one step ahead of our competition. We were the first company in the world to invest in nanographic printing technology with the purchase of a Landa S10 (Wait until you see it, it’s like a spaceship) we decided to do one better and get 2, with the latest S11P. We process around 10,000 jobs each week, consisting of over 11 million printed items that include anything from menus in your local restaurant, right the way through to curating stunning books for luxury brands.
• Starting salary of £30,000 -£36,000 with a quarterly bonus
• Monday to Friday 9:00am-17:30pm (no weekend work)
• 5 days fully office based
• Located in Manvers, Rotherham
• Weekly pay paid every Friday, At Bluetree Group, we don’t just print; we innovate. We believe in investing in the people who make our success possible.
• Health First: Access to a marketing leading Health Cash Plan and comprehensive wellbeing support, including onsite training and access to free external support.
• Family Support: Enhanced maternity, paternity and adoption packages to support your life outside of work.
• Rest & Recharge: 22 days annual leave (plus Bank Holidays), with a ‘Length of Service’ program that earns you more days the longer you stay.
• Social: From regular team socials to our legendary annual Summer and Christmas Parties, plus biennial Long Service celebrations; we know how to celebrate success.
• Financial Wellness: Enrolment in our company pension scheme.
• Rewards: Access to various discounts via Bluetree Rewards, weekend break giveaways, and long-service gifts to mark your milestones, starting from year 1!
• Career Development: We champion personal development with a wide range of internal and external training opportunities available.
• Fitness: Save on a new bike with our Cycle to Work scheme, or join or weekly football team to burn off some steam!
• Daily Comforts: Fuel your day with free fruit, snacks, and beverages in our modern canteen.
• Easy Commute: Free onsite parking at our state-of-the-art facility. We are also ideally located for public transport, just minutes from Mexborough, Swinton, and Wombwell train stations.

#J-18808-Ljbffr…