Customer Services Team Leader

6 months ago

Chorley, United Kingdom TVS Supply Chain Solutions Full time

**Customer Service Team Leader**

**Purpose**:
To manage team activity ensuring client coverage of tasks and shifts. To be the first point of escalation regarding more complicated customer service issues.

**Main Duties & Responsibilities**:

- Produce monthly A3.
- Monitor and investigate all CRM complaint data weekly to support CI projects for clients and internal processes.
- Monitor and support STL with team absence and sickness
- Ability to collate and present client data.
- Carry out 1-2-1 and updating of training matrix
- First point of customer escalation and empowered to resolve.
- All duties undertaken by Customer Service Advisor if required to enable understanding.
- Make commercial decisions regarding couriers, discretionary credits (within agreed guidelines) etc.
- To monitor and adjust rota of front-line Customer Service Advisors to deal with required departmental cover
- Run reports, produce data and graphs as required. To monitor and address order pipeline / returns pipeline issues
- Prepare and issue bulletins to agreed client formats
- To act as departmental trainer for newly appointed staff undertaking permanent and temporary customer service advisor role
- Manage key direct dealing customer’s accounts in terms of ensuring orders are placed and managed to meet customer requirements.

**Knowledge, Skills & Experience**:

- English and Maths (GCSE A - C or equivalent)
- Detailed knowledge of TVS processes, policies and procedures
- Minimum of two years customer service experience
- Customer handling
- Team Leadership
- ERP
- Microsoft Office
- Use of CRM
- Generating reports

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

- Competitive Salary and pension scheme with life assurance
- 25 Days Holiday (plus 8 statutory Bank Holidays)
- Holiday buy-back scheme (5 additional days available)
- Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions

2. Mental health support

3. Financial and Legal support

4. Wellbeing and healthy living support
- Employee referral scheme with financial reward
- Cycle to work scheme
- Professional Membership and Study Sponsorship
- Pass scheme (£100 to undertake training of your choice)

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

**Job Types**: Full-time, Permanent, Fixed term contract
Contract length: 9 months

**Benefits**:

- Casual dress
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Chorley: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (required)

Work Location: Hybrid remote in Chorley

Reference ID: BH828

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