47,831 Customer Service Team Lead jobs in the United Kingdom

Customer Service Lead Telford Permanent

L & C Consulting are now recruiting for a new, permanent Customer Service Lead / Account Manager for a Telford based organisation.This exciting new role requires some UK travel so you MUST have a valid UK drivers licence. A hybrid working pattern is available for the right person, but you MUST live within a commutable distance of their Telford offices.

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Advancing People - Recruitment Specialists are now recruiting for a Senior Wholesale Customer Service Lead on a Hybrid Basis.

As a Senior Wholesale Customer Service Lead it will be your responsibility to manage the activities of the Customer Service team, support the Senior Customer Service and Supply Chain Manager and fellow team leader colleagues to ensure the highest levels of customer service are attained and sales order book conversion is maximised, while consistently achieving departmental and company KPIs.

The Successful candidate will implement, manage and drive improvement to our clients customer service procedures & policies. They will supervise, coach and mentor members of their Customer Service team and develop strong relationships with key and strategic accounts.

Roles & Responsibilities:

• Order Book Management : Work with all internal (credit control, sales managers, warehouses etc.) and external stakeholders to ensure the order book is always up to date and accurate, and that orders are shipped and invoiced as soon as possible within the correct timeframes
• Customer Relationship Management : Actively develop good working relationships with Key account contacts to ensure positive ongoing partnerships
• All Aspects of Staff Management : Day to day operational management of the Customer Service Team (5 Strong) to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement and commitment within the team
• Supporting the Senior Customer Service and Supply Chain Manager in daily activities whilst also supporting fellow team leaders where assistance may be required.
• Identify training gaps across the teams and work with our trainer to advise on training programmes to support the team.

Person Specification:

• Previous experience in hands on management of a Customer Services team and/or Customer Experience team.
• Has ideally worked with SAP
• Excellent verbal and written communication skills with strong problem solving abilities
• Proficient in Microsoft Applications, Microsoft Excel intermediate to advanced
• Ability to multi-task in a fast paced environment
• Has previously worked or currently working in the Wholesale (or very similar) industry
• Experience in developing Customer Service team members
• Experience working effectively in complex organizations, satisfying the needs of diverse constituents, and often working under the pressure

This is a full time Permanent position offering an annual salary of 38,000 + attractive company benefits.

The role offers flexibility to work from home / Remote working

2 days office based in Nottingham City Centre, 3 days remote each week

Advancing People - Recruitment Specialists

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.

• Proven experience in a customer service role, with significant experience in a supervisory or lead capacity.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and helpdesk ticketing systems.
• Experience in training and coaching customer service staff.
• Ability to manage escalations and resolve complex customer issues.
• Customer-focused mindset with a commitment to service excellence.

• Lead, coach, and develop a team of customer service professionals, fostering a supportive and high-performance culture.
• Manage the day-to-day operations of the customer service department, ensuring efficient workflow and timely issue resolution.
• Monitor customer service metrics and KPIs (e.g., response times, resolution rates, customer satisfaction scores).
• Handle escalated customer complaints and complex queries, providing timely and effective solutions.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Identify training needs for the customer service team and deliver or coordinate relevant training programmes.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments (e.g., Sales, Technical Support) to ensure a seamless customer journey.
• Contribute to the development of knowledge base articles and support documentation.
• Champion customer-centricity throughout the organisation.
• Ensure compliance with data protection regulations and company policies.
• Prepare regular reports on team performance and customer service trends for management.
• Assist in the recruitment and onboarding of new customer service team members.

• Previous experience in a senior customer service role or team lead position.
• Demonstrated experience in managing and motivating a customer service team.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in customer service software, CRM systems, and helpdesk platforms.
• Outstanding communication, listening, and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience in developing and implementing service improvement initiatives.
• A proactive approach to identifying and addressing customer needs.
• Strong organisational skills and attention to detail.
• Familiarity with data analysis and reporting.

• Supervise and guide a team of customer service representatives, providing training, coaching, and performance management.
• Handle escalated customer inquiries and complaints, resolving issues efficiently and effectively to ensure customer satisfaction.
• Develop and implement customer service policies and procedures to enhance service quality and efficiency.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Identify trends in customer feedback and issues, recommending improvements to products, services, and support processes.
• Ensure the team adheres to service level agreements (SLAs) and maintains high standards of professionalism.
• Collaborate with other departments to address customer concerns and improve the overall customer experience.
• Contribute to the development and delivery of training programs for new and existing customer service staff.
• Maintain accurate records of customer interactions and transactions.
• Act as a point of escalation for complex customer issues.

• Proven experience in a customer service role, with at least 3 years in a supervisory or leadership capacity.
• Excellent understanding of customer service principles and practices.
• Strong leadership, coaching, and team management skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk systems.
• Ability to handle difficult customer situations with empathy and professionalism.
• Strong organisational skills and the ability to manage multiple priorities.
• Familiarity with hybrid work environments and the ability to balance remote and in-office responsibilities.
• Experience within a similar industry sector is a plus.
• A proactive approach to identifying and implementing service improvements.

• Lead, mentor, and motivate a remote team of customer service representatives to achieve service excellence.
• Monitor team performance, providing regular feedback and coaching to enhance skills and productivity.
• Develop and implement customer service strategies and best practices to improve customer satisfaction and loyalty.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and areas for improvement.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Train new team members and conduct ongoing training sessions for the existing team.
• Collaborate with other departments to address customer needs and improve overall service delivery.
• Maintain accurate records of customer interactions and resolutions.
• Contribute to the development and implementation of knowledge base articles and support documentation.
• Champion a customer-centric culture throughout the organization.

• Proven experience in a customer service role, with at least 2 years in a team lead or supervisory capacity.
• Exceptional leadership, coaching, and motivational skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong understanding of customer service principles and best practices.
• Experience with customer service software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage and resolve customer escalations effectively.
• Proficiency in time management and organizational skills, crucial for a remote role.
• A proactive and positive attitude, with a passion for delivering outstanding customer service.
• Ability to work independently and as part of a collaborative remote team.
• Familiarity with (mention specific industry if applicable, e.g., e-commerce, SaaS, telecommunications) is a plus.

• Lead, train, and mentor a team of customer service representatives to ensure high levels of performance and customer satisfaction.
• Develop and implement customer service policies, procedures, and standards.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex issues, providing timely and satisfactory resolutions.
• Analyse customer feedback and service data to identify trends and areas for improvement.
• Implement and manage customer service initiatives to enhance customer loyalty and retention.
• Collaborate with other departments to ensure a seamless customer journey.
• Develop and deliver training programs for new and existing customer service staff.
• Contribute to the development and maintenance of knowledge base articles and FAQs.
• Stay informed about company products and services to provide accurate support.

• Proven experience in a senior customer service role, with demonstrated leadership capabilities.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience in training and mentoring customer service teams.
• Proficiency in CRM software and helpdesk ticketing systems.
• Knowledge of customer service best practices and metrics (e.g., CSAT, NPS).
• Ability to manage time effectively and prioritise tasks in a fast-paced environment.
• A patient, empathetic, and customer-centric approach.
• Experience in developing customer service processes and documentation.
• Bachelor's degree in a relevant field is advantageous.

• Lead, mentor, and motivate a team of customer service representatives to achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Develop and implement customer service policies, procedures, and best practices to enhance service quality.
• Monitor team performance, conduct regular one-on-one coaching sessions, and provide constructive feedback.
• Train new team members on company products, services, and customer service protocols.
• Analyze customer feedback and service data to identify trends, areas for improvement, and implement corrective actions.
• Collaborate with other departments (e.g., Sales, Operations, IT) to ensure a seamless customer experience.
• Manage daily operations of the customer service department, ensuring efficient resource allocation.
• Contribute to the development of customer service training materials and knowledge base articles.
• Champion a customer-centric culture throughout the organization.
• Maintain accurate records of customer interactions and resolutions.

• Proven experience in a customer service role, with at least 2-3 years in a supervisory or leadership capacity.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer service principles and best practices.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Strong organizational and time-management skills.
• Experience in training and development is a plus.
• Proficiency in English, both written and verbal.
• Must be eligible to work in the UK.