B2B Customer Service Team Lead – Inspire Excellence

apetito Limited; Portbury; On-site; GBP 35,000 - 37,000; Full time

Benefits offered by this job

Living Wage employer

33 days holiday per year

Discretionary annual bonus

Pension scheme - employer matched

Free meals on site

Free parking

apetito perks scheme

Job summary

apetito is seeking a Customer Service Team Leader to inspire and develop a team of Advisors delivering an exceptional experience for our B2B customers. You will champion service excellence, drive performance against KPIs and foster a culture where people thrive and customers come first.

Based on-site in Portbury, the role is Monday to Friday, 9:00–18:00 with a driving licence and own transport essential. Salary circa £35,000–£37,000 plus bonus and benefits, and a focus on continuous improvement

Qualifications

• Previous experience supervising a customer service team in a fast-paced call centre or service setting.
• Strong customer service background with a passion for delivering excellent experiences.
• Pro-active, can-do approach and ability to coach and develop team members.

Responsibilities

• Lead, motivate and inspire a team of Customer Service Advisors to deliver outstanding service.
• Create a customer-first culture with customers at the heart of the service.
• Manage day-to-day team performance against KPIs and targets.
• Coach, give feedback and conduct regular one-to-ones and reviews.
• Analyse feedback and performance data to identify trends and improvements.
• Produce reports and communicate key findings to stakeholders.
• Coordinate communications to keep customers informed at all times.
• Support investigation and resolution of complaints and escalate when needed.
• Collaborate with Operations, Transport, Sales and Distribution to improve service.
• Assist recruitment, onboarding and training of the team; promote engagement.

Skills

Team leadership

Customer service

Coaching

KPIs

Communication

Data analysis

Tools

CRM systems

Telephony platforms

MS Office

Job description

apetito is seeking a Customer Service Team Leader to inspire and develop a team of Advisors delivering an exceptional experience for our B2B customers. You will champion service excellence, drive performance against KPIs and foster a culture where people thrive and customers come first.

Based on-site in Portbury, the role is Monday to Friday, 9:00–18:00 with a driving licence and own transport essential. Salary circa £35,000–£37,000 plus bonus and benefits, and a focus on continuous improvement