Customer Service Team Leader

3 months ago

Kingston upon Hull, United Kingdom Arco Full time

**About The Role**:
Responsible for planning, leading and overseeing the Customer Service team, developing, and managing the team ensuring that internal and external customers receive the highest standards of service and delivery. Manage the day to day third party/carrier relationships to continually improve capacity, service and costs to ensure we meet our delivery promise.

Key responsibilities include:

- Managing and reviewing Arco's relationships with third party carrier/ transport partners across the Distribution Centre and the wider Arco business to continually improve capacity, service and costs, ensuring we consistently meet our deliver to promise and KPI's
- Being responsible for third party contracts worth a combined £10m per annum
- Maximising performance and colleague engagement by providing leadership across the NDC operation
- Ensuring service levels and targets are achieved for all customer related activities
- Building and leveraging internal relationships cross functionally to maintain a shared customer ownership
- Guiding, developing and coaching direct reports to improve colleague effectiveness and create a high performing culture

On top of working for the UK’s leading integrated health and safety experts, you’ll also receive:

- A starting salary of circa £30,000 plus up to 10% annual bonus
- 32 days holiday inclusive of bank holidays, plus the option to purchase up to 5 more days
- 2 fully paid Community Volunteering days every year
- An excellent pension and 8x salary Life Assurance scheme
- A huge range of high street retailer discounts to help with cost of living via MyArco Perks
- Free, 24-hour access to our Employee Assistance Programme
- Access to our Learning Management System, to support your personal and career development
- Long-term service awards - we’re proud to have employees who have worked for us for 40 years

About you

The ideal Customer Service Team Leader will be/have:

- Proven experience of working in a management role
- Strong track record of delivering to target and/or within agreed service levels
- Excellent understanding of IT systems
- Experience of handling complex customers/ carriers
- Good commercial finance awareness and reasoning
- Ability to understand and utilise operational data and make data driven decisions and recommendations
- Understanding and experience of managing budgets

**About Us**: As the UK’s leading integrated health and safety experts, Arco combine multi-channel distribution of 170,000+ products with specialist training, consultancy, and site services. Our history spans over almost 140 years, and we are at the start of an exciting new chapter, with ambitions to make us more profitable and sustainable, following the recent appointment of our new CEO.

We’re 100% committed to developing our business in a way that benefits our people, our customers, the communities we serve and the planet. We are now moving forward through a period of change as we begin to align our culture, behaviours and ways of working to drive performance and ensures we will succeed together and be rewarded for that shared success. Because It’s on us. To deliver. Together.

Our behaviours; Perform, Care, Collaborate and Deliver, create and turn in to tangible actions, and we’re now looking to recruit an Customer Service Team Leader who can align to these behaviours, and help us achieve our goals.

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