Customer Service Team Leader

1 week ago

Newcastle upon Tyne, United Kingdom Peacocks Medical Group Full time

**Customer Service Team Leader**

Peacocks Medical Group are a multi-award-winning family group providing outstanding care in the national delivery of both clinical services and medical equipment throughout the UK.

At our Newcastle upon Tyne facility, we have a dedicated team of Orthotic Technicians who manufacture a wide range of Orthotic products for our NHS and private clients.

We currently have an opportunity for an experienced Customer Service Team Leader to join us at our Newcastle upon Tyne offices on a full time, permanent basis.

**Key Responsibilities of the role include**:

- Key account management for a defined set of customers.
- Building strong relationships with customers.
- Ensuring prompt and accurate resolution to customer queries.
- Providing a point of escalation to customers when required.
- Overseeing the end-to-end order processing and management of the sales order, expediting where required.
- Organising and providing cover for the team as required.
- Management of overdue orders and delays from suppliers, highlighting any trends or concerns to the CS Manager.
- Providing routine feedback on customer satisfaction and status.
- Owning all queries and liaising with internal departments to provide resolution to the Customer.
- Managing open order book to ensure all data is accurate and managed appropriately.
- Supporting customer and orthotist query process.
- Supporting the CS Manager to achieve department and customer KPIs.
- Support onboarding of new customers.
- To support the CS Manager in training and development of the CS Coordinators in 'best practice' and agreed process.

**Knowledge, Skills and Experience**:

- Demonstrable recent experience of working within a customer focused environment and providing line manager support.
- A can-do attitude with the ability to motive and coach team members.
- Able to develop and maintain positive working relationships with others.
- Able to work under pressure and thrive working in a fast-paced environment.
- High customer service ethic - is passionate about meeting customer expectations and improving service levels.
- Commitment to continuous improvement and embraces change. Acquires knowledge/skills as the business develops.
- Displays empathy.
- Excellent communication skills, able to effectively communicate across all levels of the business.
- Attention to detail
- Fair, consistent, open and honest in the treatment of others.
- Problem solving skills.
- Takes personal accountability for timely and effective delivery.

**Qualifications**
- Customer Service qualification
- GCSE or equivalent in English and Math

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

**Benefits**:

- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site gym
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Experience**:

- Customer Service: 2 years (preferred)

Work Location: In person

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