Customer Service Team Leader

6 months ago

Wigston Magna, United Kingdom ZORO.co.uk Full time

**Company Description**:
Zoro UK is a wholly owned subsidiary of Grainger (NYSE: GWW), a global industrial supplier with headquarters in Lake Forest, IL, USA.

We are a new business in the Industrial MRO market, looking to increase our share of the market, through a proposition that is focused on the needs of our customers and delivering an exceptional experience.

The Zoro team is in London and Leicester. Leicester is the home of the Product, Customer and Finance teams, whilst our Development, Marketing and Data Analytics teams are based in the heart of London.

Working for Zoro UK means working within a start-up culture but with the backing of an established global player within the MRO market. We aspire for fast growth; we seek new ideas to succeed and disrupt the market; we solve problems and seek out new ones; and we seek individuals who are comfortable with ambiguity.

**Primary Function**:
The TL will work alongside the CSM to ensure that SLA targets are in place and being achieved.

**Principal Duties & Responsibilities**:
Principal duties & responsibilities include:

- Team Leadership and Coaching:

- Manage and coach a team of Customer Service Advisors.
- Provide ongoing support, guidance, and performance feedback to ensure the team meets or exceeds service level targets.
- Conduct sickness reviews, disciplinaries, and Performance Improvement Plans (PIPs) when necessary.
- Foster a positive and collaborative team environment.
- Workflow Management:

- Oversee the delivery of both front-line (phone queue) and back-office functions.
- Ensure that Service Level Agreements (SLAs) are consistently met.
- Address and resolve operational challenges to enhance overall team efficiency.
- Performance Evaluation and Process Improvements:

- Evaluate individual and team performance through call/case working and quality metrics.
- Identify opportunities for process improvements and implement necessary changes.
- Conduct regular reviews and assessments to drive continuous improvements.
- 1-2-1s and Development Opportunities:

- Conduct monthly 1-2-1 meetings with direct reports to discuss performance against metrics, areas for improvement, and development opportunities.
- Collaborate with team members to create actionable plans for professional growth.
- Reporting and Monitoring:

- Develop weekly and monthly reports to track progress against SLAs.
- Analyse data to identify trends, areas for improvement, and areas of success.
- Operational Support and Customer Interaction:

- Perform front-end functions as needed to cover absences and ensure day-to-day operations run smoothly.
- Address customer cases and calls to maintain operational efficiency.
- Working with the Customer Service Management team to effectively plan the weekly and monthly team rota.
- Handle customer escalations and complaints, conduct root cause analysis, and implement corrective actions.
- Recruitment Support:

- Assist in the recruitment cycle for hiring new members of the Customer Service Advisor team.
- Participate in interviews and contribute to the selection process.
- Additional Responsibilities:

- Ensure that customers have a positive experience with Zoro UK Ltd.
- Implement strategies to enhance customer satisfaction and loyalty.
- Ensure compliance with GDPR guidelines in all customer interactions and data handling.
- Work in accordance with company management systems at all times.
- Deputise for the Customer Service Manager as required.
- Undertake general ad hoc duties as directed by management to fulfil business requirements.

**Preferred Education & Experience**:

- 2+ years’ experience in a Senior Customer Service or TL role
- Strong understanding of customer service principles and practices.
- Excellent communication, coaching, and leadership skills.
- Analytical mindset with the ability to use data for decision-making.
- Familiarity with GDPR guidelines and commitment to data protection.
- PC literate - particularly in Excel / Google Sheets and experience of SAP and Salesforce is advantageous
- Good eye for detail when dealing with numerous tasks simultaneously.
- Ability to remain calm and deal courteously with people whilst working under pressure.
- Enthusiastic, a self-starter and an influencer in getting teams engaged.
- Ability to demonstrate that they can move between supervising and do-ing as the role requires.

**Work Environment**:

- Collaborates closely with other members of the Zoro team and Grainger companies
- This is a hybrid role offering both home and office working flexibility. In office requirement is one-two days per week as a minimum, sometimes more if required to meet business activities or training requirements, must be within commutable distance to South Wigston, Leicester, for when required. Some travel may be required to Zoro’s London office from time-to-time to collaborate with the wider team.

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00 per year

**Benefits**:

- Additional l

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