Customer Service Team Leader

Full Job Description

Why do we need you?

Are you looking for a new opportunity and one in which you can demonstrate and develop excellent leadership skills?
If that's a yes, we have an exciting opportunity to welcome someone into the position of Customer Service Team Leader here at Saint-Gobain PAM's Ilkeston Head Office (and later in the year in our new offices at Bilborough).

PAM are part of Saint-Gobain UK & Ireland and is the premier supplier of ductile iron products and solutions to the UK's key utilities, telecoms, highways, civil engineering, and construction industries.

This role can be worked on a hybrid basis after your initial training and induction period

What we're looking for:

Our Customer Service Team are key to our aspiration to Be Our Best as they influence all elements of our customers' experience. You will play a pivotal role in providing guidance, support, and mentorship to your team members while also actively participating in customer interactions and issue resolution.

Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve their full potential.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and people at all levels within the business.
Solid understanding of customer service principles, best practices, and industry trends.
Demonstrated problem-solving abilities and a customer-focused mindset.
What you will be doing:

You will have the ability to Make it Happen by driving performance and productivity within the team and by establishing strong, collaborative relationships with other internal teams . The Customer Service Team Leader will be responsible for ensuring that our customers receive outstanding support and assistance while leading, coaching, and motivating team members to achieve their highest potential. In all of our interactions we strive to Show We Care so that our teams and our internal and external customers feel valued.

Lead and manage a team of 6 customer service co-ordinators, including training, coaching, and performance management.
Monitor team performance metrics and KPIs to ensure goals are met or exceeded.
Provide ongoing training and development opportunities to enhance the skills and knowledge of team members.
Handle escalated customer inquiries or complaints in a professional and timely manner.
Ensure effective order book management to meet despatch forecast accuracy targets
Foster a positive and supportive work environment that encourages teamwork, collaboration, and employee engagement.
Collaborate with other departments to identify and address customer service issues and opportunities for improvement.
Prepare and analyse reports on team performance, customer feedback and trends.
Develop and implement strategies to improve efficiency and effectiveness with the overall objective of improving customer satisfaction and loyalty
Stay informed about industry trends, best practices, and emerging technologies in customer service.Are PAM and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments.

Our standard working pattern is 8.30am-4.30pm Monday to Friday. If you need more flexibility- we'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person, we look forward to hearing from you