Customer Service Team Leader

3 months ago

BlaydonOnTyne, United Kingdom Hanover Dairies Limited Full time

We are currently seeking a motivated and experienced Customer Service Team Leader to join our doorstep milk deliveries service. As a Customer Service Team Leader, you will play a key role in ensuring exceptional customer service, leading and training the workforce in our service centre, and driving continuous improvements within our operations. If you have excellent communication skills, a passion for customer satisfaction, and the ability to lead and inspire a team, we would love to hear from you.

**Brief Background of the company**

Hanover Dairies through its network provides milk and other products to households, businesses, and schools across its operating areas in the North East, North West and Southern regions. A family run business started in 1976, Hanover Dairies is one of the biggest suppliers to households in the UK and is continuing to expand and is proud of its war on plastic campaign by suppling milk in responsible packaging through reusable glass bottles.

**Responsibilities**:

- Provide excellent customer service, ensuring customer satisfaction, and resolving customer problems efficiently and effectively.
- Lead, train, and motivate the workforce in our service centre to achieve service and operational goals.
- Collaborate with the office manager to develop and implement strategies for improving customer service and operational efficiency.
- Maintain a good feel and positive and productive work environment, fostering teamwork and promoting a customer-centric culture.
- Monitor and evaluate team performance, providing feedback, coaching, and performance assessments as needed.
- Identify opportunities for process improvements and implement best practices to enhance service centre operations.
- Maintain accurate records, including customer interactions, complaints, and resolutions.
- Handle escalated customer inquiries or complaints, demonstrating empathy and professionalism in all interactions.
- Stay up-to-date with industry trends, customer preferences, and competitor activities to identify areas for improvement.

**Requirements**:

- Proven experience in a customer service role, with a strong focus on customer satisfaction.
- Previous experience in a leadership or supervisory position is preferred.
- Excellent communication skills, both verbal and written, with the ability to engage effectively with customers, team members, and management.
- Demonstrated ability to solve customer problems and provide effective resolutions.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
- A keen eye for identifying areas of improvement and be able to adapt to changing priorities.
- Proficient in using customer service software, databases, and other relevant tools.
- Flexibility to work occasional weekends or evenings, as required or manage that resources are in place

At Hanover Dairies, we are dedicated to delivering high-quality products and exceptional service to our customers. If you are passionate about customer service, enjoy working with the public, and thrive in a leadership role, we invite you to join our team.

**Salary**: £28,600.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Blaydon-On-Tyne: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Give an example of when you have provided excellent customer service.
- Give an example of how you have motivated people or a work team colleague.
- Give an example of how you have dealt with a below standard performance issue from a work colleague.

Work Location: In person

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