Customer Service Team Leader

7 months ago


Cambridge, United Kingdom White Stores Full time

**Customer Experience Team Leader**

**5 Days, Monday - Sunday (8:30am - 17:00pm)**

**£32,000 - £35,000**

**Wickford, Essex**

Based in a modern, 240,000 square foot warehouse just south of Cambridge, we’re giving you the chance to join a company that cares about their products, customers and most importantly, you. While it’s an exciting time to join us, we’re always looking towards the future, with plans to scale up our logistics solutions to external customers, too.

Due to our rapid growth and current expansion, we are now looking for a Customer Service Team Leader to join us at our Sawston office as part of our Customer Service team.

**Role Responsibilities**:

- Efficiently manage department workloads to meet KPIs and Service Levels.
- Provide regular reports on team performance.
- Motivate, coach, and support the team daily to attain targets.
- Skillfully handle customer complaints, ensuring satisfactory resolutions.
- Respond promptly to all customer inquiries.
- Process Sales Orders as needed.
- Maintain extensive product knowledge and ensure the team does the same.
- Act on Net Promoter Score (NPS) and customer feedback by engaging with the team and customers, formulating action plans for improvement.
- Oversee and assess team performance, promptly addressing training and performance issues to uphold the highest customer experience standards.
- Conduct regular one-on-one meetings and appraisals for team members, delivering constructive performance feedback and identifying development opportunities.
- Effectively manage performance, attendance, and conduct matters in accordance with company policies.
- Organise team briefings and meetings, as necessary.
- Provide operational feedback to the Customer Operations Manager to support continuous improvement efforts throughout the department.
- Minimum of 2 years' experience in a Team Leader role.
- Demonstrated success in team management, including defining roles and expectations, fostering individual accountability.
- Strong computer skills, capable of multitasking effectively.
- Possesses empathy, excellent communication skills, and the ability to maintain composure.
- Proven track record in achieving KPIs and targets.
- Able to collaborate with a small, growing team.
- Innovative problem-solving mindset, focused on solutions.
- A proactive desire to stay hands-on within the team's daily operations.

**Benefits**
- A range of regular staff events
- Staff discounts
- Study Packages
- Cycle to work scheme.
- Employee Assistance Programme

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

**Salary**: £32,000.00-£35,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Weekend availability

Ability to commute/relocate:

- Cambridge, CB22: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: Customer Experience Team Leader



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