Customer Experience Team Leader

Advanced Supply Chain Group; Newark on Trent; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Pension scheme

Length of service rewards

Referral bonuses

MyPerks discounts

Cycle to Work scheme

Gym membership discounts

Eye care vouchers

Employee Assistance Programme

Enhanced maternity/paternity leave

Birthday off

Job summary

Reconomy Connect in Newark is seeking a Customer Services Team Leader to guide a busy team, manage performance, and drive customer satisfaction. You will coach, develop, and motivate staff, while collaborating with HR on staffing matters and maintaining strong stakeholder relationships.

The role is based in Newark, requires on-site presence, and involves occasional Saturday/on-call duties as part of a rota. A strong customer service background and CRM experience are essential.

Qualifications

• Proven experience in people management and team leadership in a customer service environment.
• Strong coaching and development abilities with a people-focused approach.
• Excellent communication and relationship-building skills.
• Experience using CRM systems; Salesforce is a bonus.

Responsibilities

• Lead and motivate a high-performing Customer Services team.
• Handle queries and escalations; assist bookings when needed.
• Conduct regular 1-2-1s and team huddles to boost engagement.
• Identify talent and create development plans.
• Collaborate with HR on performance and disciplinary matters.
• Monitor KPIs and SLAs; drive improvement strategies.
• Represent the team in meetings and voice customer and business needs.
• Ensure cases are documented in Salesforce.

Skills

People management

Team leadership

Customer service

Communication

CRM experience

Tools

Salesforce

Job description

Reconomy Connect in Newark is seeking a Customer Services Team Leader to guide a busy team, manage performance, and drive customer satisfaction. You will coach, develop, and motivate staff, while collaborating with HR on staffing matters and maintaining strong stakeholder relationships.

The role is based in Newark, requires on-site presence, and involves occasional Saturday/on-call duties as part of a rota. A strong customer service background and CRM experience are essential.