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Customer Service Team Lead

2 months ago

Kilmarnock, East Ayrshire, United Kingdom Escape Recruitment Services Full time
{"Job Title": "Customer Service Team Manager", "Company": "Escape Recruitment Services", "Job Type": "Full-time", "Location": "Kilmarnock", "Industry": "Manufacturing", "Job Description": "Job Summary

We are seeking an experienced Customer Service Team Manager to join our client, a successful growing SME organisation based in Kilmarnock. This is a fantastic opportunity to lead a team of customer service professionals and contribute to the company's continued growth and success.

Key Responsibilities
  • Manage the day-to-day operations of the customer service team, ensuring excellent service delivery to internal and external customers.
  • Coach, develop, and train the customer service team to achieve high standards of customer service.
  • Use data to create planning and monitoring KPIs, investigating and resolving customer issues and escalations.
  • Work closely with internal departments to lead the team to prioritize, achieve daily tasks, and meet deadlines.
  • Maintain stock levels and provide stock reporting as required.
  • Conduct regular team meetings and one-to-ones, attending and participating in management sales meetings.
  • Review internal processes and identify opportunities for improvement.
  • Provide forecasting and reporting to internal teams.
  • Provide hands-on support to team members as required.
Requirements
  • Previous experience of working in a similar role, including Team Manager, Team Leader, Customer Service Manager, etc.
  • Experience of working within Manufacturing, Distribution, and/or Supply Chain is essential.
  • Previous experience of working in a SME organisation that has experienced progressive growth.
  • Exceptional communication skills, able to lead by example by delivering high customer service standards.
  • Strong commercial and business acumen.
  • Exceptional planning and prioritising skills.
", "Language": "en-US"}