Customer Service Team Leader

In Cork; Sheffield; Hybrid; GBP 31,000 - 33,000; Full time

Job summary

A reputable organisation in the manufacturing sector is seeking a CS Team Leader to oversee and manage a customer service team in Sheffield. This role emphasizes delivering outstanding customer service while ensuring high performance and engagement within the team. The position offers a competitive salary between £31,000 and £33,000 per annum, along with opportunities for career development in a supportive environment. Hybrid working and a great benefits package are included.

Benefits

Hybrid working

Career development opportunities

Competitive salary

Qualifications

• Experience in leading customer service teams.
• Strong focus on performance metrics and improvement.
• Ability to resolve complex customer issues effectively.

Responsibilities

• Lead and manage the customer service team.
• Monitor and evaluate customer service operations.
• Prepare and analyse reports to track performance.

Skills

Leadership skills

Team management

Customer service excellence

Coaching and training

Performance monitoring

Job description

Overview

This is an exciting opportunity for a CS Team Leader to oversee and manage a customer service team in the manufacturing sector. The role is based in Sheffield and requires a focus on delivering excellent customer service and team management.

Client Details

I am working in partnership with this reputable organisation to recruit for a Team Leader on a permanent basis. This permanent role offers a chance to use your leadership skills to provide coaching, support and ensuring smooth operations throughout the team.

Description

• Lead and manage the customer service team to ensure high levels of performance and engagement.
• Monitor and evaluate customer service operations to identify areas for improvement.
• Ensure all customer queries and complaints are resolved promptly and effectively.
• Collaborate with other departments to improve the customer experience.
• Prepare and analyse reports to track team performance and KPIs.
• Train and develop team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures within the team.
• Support the implementation of new processes and technologies to improve efficiency.

Profile

• Provide front line leadership for the Customer Service team.
• Deliver, and where possible, exceed all performance metrics within your area of responsibility.
• Maintain high quality standards across all customer interactions and company KPIs.
• Act as an escalation point for customer issues, focusing on resolving root causes rather than addressing only immediate concerns.
• Support key account reviews in collaboration with stakeholders.
• Assess customer profiles to identify opportunities for increased sales.
• Collaborate with commercial teams to promote stock availability and drive sales growth.
• Work with the Sales & Operational Planning Team to identify and resolve scheduling changes aligned with production.
• Identify areas for improvement and ensure customer compliance with processes and policies.
• Continuously monitor performance and KPIs, implementing improvement actions as needed.
• Manage all people-related responsibilities, including performance reviews, attendance management, and other personnel matters.
• Oversee team workflow to ensure efficiency and service consistency.
• Coach and develop team members to enhance knowledge, capability, and overall productivity.
• Serve as a subject matter expert within the Customer Service function.
• Manage scheduling and liaise with transport partners to ensure on time, in full deliveries.
• Manage haulage payments and associated administrative processes.

Job Offer

A competitive salary ranging from £31,000 to £33,000 per annum. A new exciting position within a respected organisation Opportunities for career development within the manufacturing sector. Supportive and collaborative company culture. Hybrid working Great benefits package.

Apply

If you are ready to take the next step in your career as a CS Team Leader, we encourage you to apply today!