Customer Service Lead

TN United Kingdom; West Bromwich; On-site; GBP 25,000 - 45,000; Full time

Job description

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Atkore is forging a future where our brands, suppliers, employees, customers, partners, and communities are building better together – a future focused on empowering our customers while we power and protect the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure.

Who we are looking for:

We are looking for an experienced Customer Service Lead, to be responsible for overseeing the day-to-day operations of the customer service team, handling escalated customer issues, and ensuring a smooth customer experience. You will work closely with internal departments to resolve problems efficiently while maintaining a high level of service.

What you’ll do:

1. Lead and support the customer service team in managing daily inquiries, complaints, and service requests.
2. Act as the first point of contact for escalated customer issues and ensure prompt resolution.
3. Develop and implement processes to improve customer service efficiency and satisfaction.
4. Monitor customer interactions, ensuring high-quality service and compliance with company standards.
5. Work closely with production, logistics, and sales teams to address customer concerns effectively.
6. Train and mentor customer service representatives to enhance their problem-solving and communication skills.
7. Analyse customer feedback, identify trends, and provide recommendations for service improvements.
8. Maintain accurate records of customer interactions and resolutions for reporting and analysis.
9. Assist in setting team goals and performance metrics, ensuring continuous improvement.

What you bring:

1. Proven experience in a senior customer service role, preferably in a manufacturing or industrial environment.
2. Strong leadership skills with experience managing or mentoring a customer service team.
3. Excellent problem-solving abilities with a proactive and customer-focused approach.
4. Ability to handle difficult conversations and resolve issues effectively.
5. Strong communication and interpersonal skills to liaise with customers and internal teams.
6. Experience working with CRM systems and customer service software.
7. Ability to analyse data and customer trends to improve processes.
8. Strong organisational and multitasking skills in a fast-paced environment.
9. Ability to work well under pressure and have attention to detail.

Why Join Us?

1. Opportunity to work in a dynamic and growing manufacturing business.
2. Supportive team culture with career growth opportunities.
3. A chance to make a real impact by improving customer experience and service standards.

Benefits:

1. Days annual leave.
2. Service and recognition awards.
3. Training and development opportunities.
4. Company Pension.
5. Life Assurance x salary.
6. Discounted Gym Membership.
7. Enhanced family friendly policies.
8. Free annual flu vaccination vouchers.
9. Employee assistance program which includes a virtual GP service.
10. Cash health plan.
11. Free home cyber security training.
12. Cycle to work scheme.
13. Free onsite parking.

Hours a week, Monday to Thursday – and Friday – pm.

Atkore is committed to creating an engaged and aligned workforce that drives a collaborative culture. Our team strives for breakthrough results, stays focused on being standout leaders, and fully supports decisions of the Company. We consistently live the Atkore mission, strategic priorities, and behaviors, all in a way that’s consistent with our core values. Together, we build strong leaders that continually endeavor to move us forward.