Customer Service Team Leader

ECLISSE UK Ltd; Grantham; On-site; GBP 28,000 - 34,000; Full time

Job summary

A growing employee-owned company in Grantham is seeking a Customer Service Team Lead. This role involves enhancing the customer service department, working directly with a team of advisors to provide exceptional service. Candidates should have 2-3 years of management experience and a strong track record in coaching and performance targets. The position offers a full-time role with a salary starting from £31,000 per year, along with various employee benefits including a positive company culture.

Benefits

EV electric charging

Electric vehicle salary sacrifice scheme

HSF cash plan

Extra holiday for birthday

Company events

Cycle to work scheme

Free parking

Qualifications

• 2-3 years experience in a management or supervisory role within customer service.
• Proven track record of managing teams and achieving performance targets.
• Experience in coaching and developing team members.

Responsibilities

• Critically evaluate existing operations to drive customer excellence.
• Lead and motivate a team of customer service advisors.
• Conduct regular meetings to ensure alignment with objectives.
• Provide coaching, feedback, and support to maximise performance.

Skills

Team management

Coaching

Problem-solving

Analytical skills

Verbal communication

Written communication

Organizational skills

Customer complaint handling

Tools

CRM systems

Microsoft Office

Call centre technology

Sage

Job description

ECLISSE UK Ltd is a small but growing employee‑owned company that prides itself on having a "family business" atmosphere and high aspirations. We specialise in innovative door solutions, ensuring exceptional customer service.

Customer Service Team Lead

We are seeking a Customer Service Team Lead to join our dynamic team in Gonerby Moor, to meet the needs of our growing company. This pivotal role will enhance our customer service department, ensuring that we meet our high standards of service while fostering a supportive team environment.

We believe our customers deserve exceptional service. Through amazing customer service leadership and utilising your excellent management skills, you will nurture and grow our expert customer service team to meet our strategic objectives of customer excellence and manage a call centre.

Responsibilities

• Critically evaluate and analyse existing operations processes and analytics to create a plan to drive customer excellence.
• Lead, motivate, and inspire a team of expert customer service advisors (CSAs).
• Conduct regular one‑to‑one meetings and team briefings to ensure alignment with objectives.
• Provide ongoing coaching, feedback, and support to maximise team performance.
• Ensure continuous development of staff through training to provide a great experience for our customers.
• Effectively manage resource allocation considering seasonal patterns, trends, and strategic plans to optimise team schedules and holidays to optimise coverage.
• Use your managerial experience and knowledge of HR practices to create a harmonious and collaborative team environment that encourages excellence.
• Foster a positive work environment that aligns with company values.

Qualifications

• Minimum 2‑3 years proven experience in a management or supervisory role within customer service.
• Proven track record of managing teams and achieving performance targets.
• Experience in coaching, training, and developing team members.
• Background in handling customer complaints and service recovery.
• Experience in human resource processes for managers, including back‑to‑work forms, flexible working requests, one‑to‑ones, performance appraisals, holiday requests, etc.
• Proficiency in CRM systems, Microsoft Office suite, and call centre technology. Sage knowledge would be advantageous, but training will be provided as required.
• Strong analytical and problem‑solving abilities to resolve complex issues, including excellent written and verbal communication skills for internal and external stakeholders.
• Excellent organisational and time‑management skills with attention to detail.
• Ability to work in a fast‑paced environment and adapt to changing priorities, and a team player, collaborating and building relationships between departments.

Our culture

• EV electric charging.
• Electric vehicle salary sacrifice scheme.
• HSF cash plan.
• Extra holiday for birthday.
• Monday to Friday working 9:30‑17:00 with 30‑minute unpaid lunch.
• The company holds lunches every other month.
• Company events throughout the year.

Job Type: Full‑time

Pay: From £31,000.00 per year

• Company events
• Cycle to work scheme
• Free parking
• On‑site parking

Experience

• Managing a team : 2 years (required)

Work Location

In person

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Building Materials

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