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Customer Support Team Lead

2 months ago

Cambridgeshire and Peterborough, United Kingdom AB Agri Ltd Full time

Job Title: Customer Support Team Leader

Location: UK

Contract type and shift: Permanent – Hybrid role, minimum of two days a week in the office.

About the Role:

The Customer Support Team Leader will oversee the daily operations of a team of 6-8 Customer Support Co-ordinators, ensuring that all customer interactions are handled smoothly and efficiently.

Key Responsibilities:

  • Team Management: Support and motivate a team of Customer Support Co-ordinators, conducting regular one-to-ones, appraisals, and performance reviews to support their professional development.
  • Process Enhancement: Identify opportunities for process enhancements and implement innovative solutions to drive efficiency and service quality.
  • Performance Tracking: Use performance data to track KPIs and inform on team strategy, supporting the wider function to achieve departmental goals.

About You:

  • Proven experience managing teams in a customer support or contact centre environment.
  • High people management skills, including the ability to coach, develop, and motivate a diverse team.
  • Ability to handle difficult conversations, provide constructive feedback, and maintain high expectations for performance and accuracy.

About Us:

ABN is the UK's number one animal feed business, serving pig and poultry producers across the UK. We're part of AB Agri, the agricultural division of Associated British Foods (ABF plc).

We're passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry.

As a Disability Confident employer, we're committed to ensuring our application and recruitment processes work for everyone.