Customer Service Team Leader

**About I-Fulfilment**

We are a high technology logistics business with facilities in the UK, EU, USA & Asia. We combine software and infrastructure to provide an unrivalled global fulfilment platform to high growth brands. We work together as a team, in a forward thinking, innovative way, to support and achieve our common goals. We offer a truly collaborative approach to our fulfilment clients - constantly sharing knowledge and experience to drive their businesses.

We now have an exciting opportunity for a diverse and dynamic **Customer Service Team Leader** to ead our busy Customer Service department looking after our portfolio of clients and supporting the team in providing first class customer service.

**A litle bit about the role of Customer Team Leader**:
You will have the pleasure of working with many diverse and exciting brands and as part of our value-added services. You will immerse yourself in their world to operate their customer service departments. Fast paced and dynamic, we have the privilege of not just working with, but, also for our customers and being part of their team too.

**Objective of the Role**

You will lead our busy Customer Service department looking after our portfolio of clients and supporting the team in providing first class customer service. You will ensure the team of agents are representing our clients and fulfilling service requirements within the agreed SLA’s. You will be coaching our agents and helping them manage the busy workflow through the department as well as implementing processes to ensure efficiencies and drive results. As part of your role, you will act as a key contact for our brands who will be reaching out to you to lead new roll outs, implement training and provide key insights in line with their values and visions.

The Customer Service Team Leader is a key stakeholder in building relationships with our clients and ensuring we are working in partnership for a successful future.

**Key Responsibilities**
- Oversee the day-to-day running of the department, ensuring there is an equal workload between the agents to meet daily SLA targets.
- Coach team members and support training of new starters
- Keep in regular contact with clients to ensure we are working in alignment together
- Create training documents and keep the team updated on any brand developments
- Support the team with queries and escalated complaints and help provide feedback for future events
- Ensure processes are documented and shared with the relevant team members and departments
- Manage queries from clients relating to delivery of customer service for their brand

**Person Specification and Essential Skills**
- Showcase good leadership skills and motivational skills
- Excellent communication skills
- Good interpersonal skills
- Ability to multitask
- Calm under pressure
- Ability to coach and support with upskilling team members
- Must be result oriented

**Advantageous Skills Include**:

- Logistics experience
- E-commerce experience

**Salary**: From £25,000 Depending on experience

**Working Hours**:40 hours per week, Monday and Friday 8:30 till 17:30, with an hour lunch

**Other benefits**:

- Birthday off
- Westfield Health Cash plan after probationary period
- Annual leave increasing with the lenght of service
- Pension contribution to Nest (on the basis do not opt out)
- Partner Discounts
- Company events
- Casual dress
- Free parking

If this sounds like the perfect job for you, please get in touch, we look forward to hearing from you

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

**Salary**: From £25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Employee discount
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Christchurch, BH23 4FL: reliably commute or plan to relocate before starting work (required)

Work Location: In person