Customer Service Team Leader - East Midlands - £Attractive salary

Customer Service Team Leader

We have a great opportunity to join a print and communications giant whose turnover dominates a large portion of the market and who has undergone further expansion with unparalleled resources and financial backing.

We are looking for a solution-oriented problem solver from the printing industry with the ability to deal with difficult client situations, ensuring they are resolved efficiently and to the client’s satisfaction. A candidate well versed in generating innovative and effective solutions to meet customer requirements will be perfect for this role.

Embarking on the role of Customer Service Team Leader, you will be responsible for day-to-day management of a team of Account Managers within a busy Customer Services Department. Your team will cover a number of vertical sectors with a mix of internal and external clients, and you must have the ability to develop and manage this team to its full potential.

Supporting our client’s business objective of providing Excellent Customer Service, you will form strong and long-lasting relationships with customers. This role requires someone with a proven capability in managing a customer services team as well as experience in a printing environment with no fail deadlines. Excellent people-management and customer-relationship skills are essential for this role along with a desire to make change and improvements.

Responsibilities

• Manage and develop customer relationships through regular communication, ensuring teams understand client work streams and SLAs are adhered to.
• Lead the team of Account Managers: conduct regular one-to-ones, mentor and coach, conduct annual appraisals, salary reviews, training, and personal development, ensuring documentation is generated.
• Provide training and instruction where required and ensure it is documented.
• Ensure processes are followed, continuously review them to identify improvements and more efficient ways of working.
• Coordinate pricing for clients on new products, produce relevant proposals, maintain accurate rate cards and validate billing at month-end.
• Provide advice and assistance to customers on products, services, design and production methods, including data format requirements, manufacturing capability, postage options and postal provider pricing.
• Understand vertical sectors and the document life-cycles within these sectors.
• Ensure client requests are acknowledged and queries are responded to in a timely manner; manage complaints and ensure formal responses are provided. Attend service reviews with clients as required.

Qualifications

Candidates must demonstrate a level of emotional control and resilience, and the ability to analyse relevant information to make informed suggestions. They must be highly organised with the ability to plan and organise a busy workload with minimal supervision, and be meticulous about presentation and communication quality.

Applicants must be resident in the UK and have recently worked in the print, packaging or paper sectors.

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