Team Leader

**Introduction** Are you an experienced supervisor or team leader in customer service with a strong focus on delivering an excellent client experience? Are you confident in reporting on team metrics to manage and exceed KPIs and support client retention? Do you have strong problem-solving skills and enjoy working collaboratively with internal and external stakeholders? If so, we may have the perfect role for you We are looking for a full-time**Team Leader**to join our growing company. **The Company** allmanhall is a thriving, growing, owner-managed food procurement organisation, based in the beautiful countryside of Wiltshire, just a few miles outside Bath. We specialise in being the food procurement partners for schools, care homes, stadiums and catering companies. We support our clients in making sustainable choices through greater environmental transparency, robust supplier assessments and sustainability initiatives. We are Ecovadis Gold-rated, putting us in the top 5% of global businesses, committed to the Science Based Targets initiative (SBTi), and a proud signatory of the UN Global Compact. Our team is made up of talented, professional, and passionate individuals, who could work anywhere but choose, and are proud to be, a positive part of allmanhall. We develop our team and offer opportunities for long term careers. In 2023 we achieved the Investors in People Gold award, and in 2024 we were 1 of 4 finalists for the 'Employer of the Year (2-49 employees) Gold' category One team member says: "The company encourages and empowers everyone to make a positive difference. The support provided is above and beyond". Our mission is to deliver sustainable value for every client, because good food shouldnt cost the EARTH. We challenge and transform food supply so informed decisions become clear. Our values at our core, this is what makes us allmanhall: - **E**veryone matters - **A**gile and independent thinking - **R**eal results - **T**hought provoking and informed - **H**ere for the long term **The Role** To supervise and drive the day-to-day performance of the Support Team to meet and exceed client expectations as set out in the Support Team metrics. Leading by example, with a professional and positive approach, taking an active role in monitoring and managing case resolution, to deliver excellent client service and support client retention. Focusing on client satisfaction and effective communication with clients, suppliers and internal/external stakeholders and supporting the Support Team Manager with all team activity as required. **Main duties and responsibilities of this role include**: - Support the Support Team Manager in supervising the Support Team function, to ensure it; - delivers excellent client experience, at all times with a focus on client retention - proactively manages all cases (issues and requests) through to resolution within the agreed timeframes and in line with the agreed process - proactively builds relationships with clients, suppliers and internal/external stakeholders - answers switchboard and handle calls efficiently and effectively, manage all client queries, regardless of account owner or account type - ensures professionalism and a positive and collaborative approach when interacting with clients, suppliers and internal/external stakeholders. - Lead by example in delivering the above. - Lead by example regarding professional conduct, communication and process adherence. - Act as first escalation point for the resolution of client support cases. - Deliver and exceed individual case resolution ratio and team metrics, KPIs and company objectives for the Support Team function. - Drive improvements in individual and team case resolution times and first-time resolution, by looking at root cause and inefficiencies in case handling. - Collate monthly metrics on Support Team performance regarding case management and outgoing calls. - Provide on the job coaching and training to the Support Team members across all aspects of their role. - Manage own portfolio of clients to agreed Support Team function SLAs and KPIs, taking on the responsibilities as shown in the CSA job description where appropriate. - Co-ordinate and prioritise workloads with the Support Team to support the timely completion of urgent tasks, documents, reports, and problem resolution. - Deputise for the Support Team Manager during their absence / annual leave. **Essential Requirements** - Proven experience in a supervisory or team leader role, in a client support or service desk environment - Excellent customer service experience - Strong communication and interpersonal skills, with a client-first mindset - Demonstrated ability to manage, monitor, and report on KPIs and team metrics - Professional, proactive and positive approach - Ability to prioritise tasks and manage competing workloads effectively - Fast learner with the ability to manage multiple priorities - Confident using client management systems