Customer Care Team Leader

HappyJobsNI; Newtownards; On-site; GBP 28,000 - 38,000; Full time

Job summary

A leading organization based in Newtownards is hiring a Customer Care Team Leader. In this role, you'll manage and motivate a dedicated team while ensuring top-notch customer service across the UK and Irish markets. With a focus on leadership, order management, and communication, this opportunity offers a market-leading salary, bonus, and comprehensive benefits.

Benefits

Private healthcare

Generous bonus scheme

Good pension scheme

Gym membership

25 days annual leave + 9 statutory days

Qualifications

• Experience supervising or managing customer care teams.
• Outstanding verbal and written communication skills.
• Experience in FMCG food manufacturing is a plus.

Responsibilities

• Manage day-to-day interactions within the customer care team.
• Review team performance and individual competencies.
• Ensure accurate order management and complaint handling.

Skills

Leadership

Communication

Customer Focus

Multi-tasking

Education

GCSE or equivalent

Tools

SAP

Microsoft Excel

Job description

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We're looking for a Customer Care Team Leader to work for our client.

Our client based in Newtownardsis one of Northern Ireland's leading FMCG's. The group supply to a broad customer base including some of the world’s foremost ‘blue chip’ companies across the food ingredient, foodservice and consumer food channels in Ireland and the United Kingdom. Internationally their products are exported to over 80 countries worldwide. An exciting permanent position has become available for a Customer Care Team Leader, to join the team at a period of exciting growth and change across the business. Our client has an excellent reputation and ensure their people are at the core of everything that they do.

If you can demonstrate experience of successfully supervising or managing people and their performance within a customer care setting, then you could be perfect for our client and we'd love to see your CV.

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Responsibilities:
Managing the day-to-day interactions within an established and experienced Customer Care team across multiple foodservice sites, managing the UK and Irish customer base. This role will ensure all aspects of order management and customer complaint handling are dealt with in an accurate, efficient and professional manner, escalating to the Customer Care Manager as appropriate. The emphasis in this role will be placed on leading a team to maintain a high level of service, ensuring customer orders are processed and managed through the supply chain as efficiently as possible

The Customer Care Team Leader will work in conjunction with and deputise for other Customer Care supervisory/managerial roles where required. The role will also liaise with the Customer Supply Chain Manager and report to them in the absence of the Customer Care Manager.

Other responsibilities include but are not limited to:

- Leading and managing the performance of the Customer Care team, reviewing individual competencies, developing both individual and team skills and reporting as required to the Customer Care Manager
- Managing and coordinating the rotation of the weekly roles within the customer care department including planning rotas, annual leave, sickness absence, overtime and appointments for the team
- Preparing where necessary reports on sales orders, efficiencies and stock issues and attending weekly meetings with the customer supply team. Ensuring the Customer Care team are briefed on changes and expectations of the department/sites/business
- The Customer Care Team Leader will deputise for and work in conjunction with the Customer Care Manager. The role will also liaise with the customer Supply Chain Manager and report to them in the absence of the Customer Care Manager

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Requirements:
- Experience of successfully supervising or managing people and their performance
- Additional experience of order management and customer complaint handling ensuring customer queries are dealt with in an accurate, efficient and professional manner
- Further experience of working within an FMCG food manufacturing environment would be highly advantageous but is not essential
- Demonstrable leadership skills with the ability to support, motivate and lead a busy customer care team
- Outstanding verbal and written communication skills with the ability to communicate at all levels
- Excellent IT skills (previous experience using an ERP/sales order processing system would be highly advantageous, particularly experience working with an SAP system)
- Proficiency in Microsoft Office, particularly Excel
- The ability to multi-task, working well under pressure and meeting deadlines while maintaining accuracy and professionalism
- Able to demonstrate proven experience working in a similar role successfully supervising or managing people and their performance
- Customer-focused with the ability to support your team as and when required
- Qualified to GCSE level or equivalent

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The Package:
A market leading salary and bonus is on offer for the Customer Care Team Leader position, based on your previous experience.

You'll also get the following benefits with the role:
- Private healthcare
- Generous bonus scheme
- Good pension scheme
- Gym membership
- 25 days annual leave + 9 statutory days

Full details of the package on offer will be revealed once we receive your application.

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Think that this Customer Care Team Leader role is the perfect job for you? Then we'd love to hear from you.

Just click the 'Apply Now' button, send us your CV and we'll consider you for the first round of interviews.

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You could be right for this Customer Care Team Leader position if you've previously worked as any of the following: Customer Services Team Leader, Account Management Team Leader, Supply Chain Support Manager, Customer Care Manager, Customer Success Team Leader, Customer Service Manager or as a Logistics Support Manager.