214 Customer Service Representatives jobs in Dudley

Position: Customer Support Team Leader (Supply Chain)

Location: Dudley, West Midlands

Job Type: Permanent / Onsite

My client, a logistics leader with world renowned recognition, are on the hunt for a Customer Support Team Leader to head up the team in the UK head office!

Role and Responsibilities –

In this role, your main responsibility will be to lead the daily delivery of service activities, taking ownership for teams’ overall tasks and workload.

Other responsibilities include:

• Mentor and train the Customer Service team to meet expected service standards
• Collaborate with the Customer Service & Asset Manager to design, implement, and monitor team processes
• Analyse processes within the Service team and look to perform CI activities
• Manage a dedicated portfolio of customers in the UK region

Experience or Qualifications –

• Tenured experience in a customer service lead role managing a team
• Experience in logistics and/or supply chain is paramount!
• Understanding of customer centric principles and service centre environments
• Excellent soft skills to motivate, coach and lead a team to achieving success

Benefits:

• 25 days annual leave plus Bank Holidays
• Competitive Pension Scheme
• Annual Bonus Scheme
• Private Health Care Options

Candidates who currently are a Customer Support Team Leader, Service Team Lead or Customer Service Supervisor may be suitable for this position.

For more information regarding this Customer Support Team Leader role please contact Ben Herd on or

Omega Resource Group is acting as an Employment Agency in relation to this vacancy.

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

For details of other opportunities available within your chosen field please visit our website

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through solutions.
• Accurately diagnose and resolve customer problems, escalating complex issues to appropriate teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features and best practices to enhance their user experience.
• Contribute to the development of knowledge base articles and FAQs to support self-service customer support.
• Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
• Meet or exceed individual and team performance targets for response times and customer satisfaction.
• Collaborate with team members to share knowledge and best practices for customer support.
• Maintain a positive and empathetic attitude, representing the company's commitment to excellent customer service.

• Previous experience in a customer service or technical support role is highly preferred.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and troubleshooting techniques.
• Ability to work independently and as part of a team, both remotely and in an office environment.
• A patient, empathetic, and customer-centric approach.
• Ability to manage multiple tasks and prioritize effectively.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• Lead, train, and mentor a team of customer service representatives to achieve high performance standards.
• Oversee daily customer support operations, ensuring prompt and accurate resolution of inquiries via phone, email, and chat.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
• Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance and identifying trends.
• Collaborate with other departments to gather customer feedback and drive product/service improvements.
• Maintain an up-to-date knowledge base of company products, services, and support procedures.
• Contribute to the development of training materials for new and existing team members.
• Uphold the company's commitment to delivering outstanding customer service.
• Participate in team meetings and provide insights into customer service challenges and opportunities.

• Previous experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or leadership capacity.
• Excellent communication, active listening, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to motivate and guide a team effectively.
• Experience in managing customer escalations and de-escalating tense situations.
• Familiarity with different communication channels (phone, email, live chat).
• A positive attitude and a passion for helping customers.
• Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.

• Lead, coach, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
• Develop and implement customer support policies and procedures to enhance service quality and efficiency.
• Monitor support team performance metrics, identifying trends and areas for improvement.
• Handle escalated customer complaints and complex technical issues, providing expert solutions.
• Train new support staff on products, services, and support best practices.
• Collaborate with other departments (e.g., Sales, Product Development) to resolve customer issues and improve the customer experience.
• Contribute to the knowledge base and self-help resources for customers and support agents.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Manage team schedules and workload to ensure adequate coverage.
• Act as a point of escalation for complex customer queries.

• Minimum of 3 years of experience in a customer support role, with at least 1 year in a team lead or supervisory capacity.
• Proven experience managing and motivating a customer support team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Exceptional communication, interpersonal, and active listening skills.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
• Strong organisational and time management skills.
• Experience in technical support or helpdesk environments is highly desirable.
• A customer-first attitude with a passion for delivering outstanding service.
• Right to work in the UK.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
• Provide accurate information about products, services, and company policies.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify trends in customer issues and provide feedback to management for service improvements.
• Assist with customer onboarding and guide them through product features.
• Process orders, returns, and exchanges according to company procedures.
• Build rapport with customers and foster strong, lasting relationships.
• Contribute to team goals and performance metrics.
• Stay up-to-date with product knowledge and company updates.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• A customer-centric mindset with a passion for helping others.
• Good organizational skills and attention to detail.
• Ability to work effectively as part of a team in a busy office environment.
• Familiarity with general IT troubleshooting is a plus.
• A flexible and adaptable approach to work.

About Us

Here at Culligan UK Limited we have developed a culture of putting our customers at the heart of everything we do and that’s been the engine that has driven us to becoming the UK’s leading specialists at providing drinking water solutions.

Core business hours: Monday to Friday 08.45 – 17.00

With a start date of 29th July 2024

The Role:

We're hiring Customer Service Executives for our Head Office in Wolverhampton to join our Customer Support Teams. In this role, you'll be responsible for addressing customer queries and disputes primarily via telephone, live chat and email. Strong communication skills, along with impeccable spelling and grammar, are essential for success in this position. If you're ready to join a dynamic team and make a difference in customer satisfaction, we want to hear from you! Apply today.

Technical Support Team

Assisting our customers when their water dispenser is not behaving, you will carry out troubleshooting checks to try and resolve the issue over the phone and get the machine running again.  Raising work orders for engineer call outs, actioning servicing requests and confirming attendance dates are all part of the daily jobs, as well as providing help and advice on our product range.  This is a very busy team looking after our customers by phone, email and live chat.

Billing Solutions Team
Are you passionate about crunching numbers, clarifying invoices for customers, and ensuring accuracy in billing? Do you thrive on resolving discrepancies before customers make payments and excel at collecting payments efficiently? If you enjoy assisting with billing queries and negotiating prices and agreements confidently, then this role is for you. Join us in this dynamic and varied position where every day brings new challenges and opportunities to make a difference!

Customer Loyalty Team
If you're passionate about retaining customers and turning challenging situations into opportunities for long-term loyalty, then this is the team for you. We specialize in being there when things go wrong, ensuring that even in difficult moments, we uphold our commitment to customer satisfaction. You'll have the autonomy to take ownership of issues and make decisions aimed at retaining customers. Collaborating with other teams across the business, you'll work to continuously improve our customer retention strategies. Join us and be part of a team dedicated to not only resolving problems but also fostering lasting relationships with our valued customers. Apply now and help us make every customer experience a positive one!

Requirements

Desirable:

• 2+ years of customer experience in either a call centre or customer facing environment
• Excellent communication and problem-solving skills.
• Ability to work well independently and in a team.
• Microsoft 365 experience
• Good computer skills

Join Us: If you're passionate about delivering great customer experiences and want to be part of a fun and dynamic team, we'd love to hear from you! Apply now by sending your CV!

Benefits

• 23 days' holiday + Bank Holidays - increasing with long service (pro rata)
• Christmas holiday shut down
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Enhanced Paternity & Maternity benefits
• Shopping discounts via Perks for Work scheme
• 24 hours access to Employee Assistance Programme + Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression
• Business casual dress code
• Bonus Schemes and incentives
• Newly refurbished offices
• Hybrid working opportunities may be available

• Proven experience in a customer support or technical support role, preferably in a senior capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in creating support documentation and knowledge base articles.
• High level of empathy and patience with customers.
• Ability to manage workload effectively and prioritize tasks in a remote environment.
• Previous experience in e-commerce or online platforms is a plus.