Customer Service Leader – Develop Teams & Deliver Excellence

Breedon Group; East Midlands; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Contributory pension scheme

25 days annual leave

Holiday Purchase Scheme

Volunteer Scheme

Life Assurance Scheme

Enhanced Maternity/Adoption/Paternity

Digital GP

Employee Assistance Programme

Discounts on benefits platform

Bonus scheme

Free on-site Parking

Gym Access

Canteen subsidies

Job summary

Breedon Group is seeking a Customer Service Supervisor based at Hope Works, Derbyshire, to lead our Customer Service Advisors within the Customer Service and Distribution department. The role reports to the Internal Sales & Customer Service Manager and focuses on delivering excellent service from initial enquiry through to delivery and aftercare.

You will manage day-to-day team performance, coach and develop staff, handle escalations, and collaborate with Logistics, Commercial and Production

Qualifications

• Experience leading or supervising a customer service or similar operational team.
• Proven coaching and development skills for individuals and teams.
• Strong organisational abilities to manage competing priorities in a busy environment.
• Excellent communication and relationship-building skills across teams.
• Proactive approach to problem solving, continuous improvement and customer satisfaction.
• Good commercial awareness and attention to detail with experience using MS Office and order management systems.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors to deliver high-quality service.
• Manage day-to-day workloads, priorities and resource planning for excellent service delivery.
• Coach through regular 1:1s, performance reviews and development activities.
• Act as escalation point for enquiries and complaints and drive resolutions.
• Collaborate with Logistics, Commercial and Production teams for a seamless customer experience.
• Monitor KPIs and feedback; identify opportunities for improvement.
• Support recruitment, onboarding and training to build team capability.
• Drive continuous improvement initiatives and changes to systems and processes.

Skills

People leadership

Coaching

Organisational skills

Communication

Problem solving

Attention to detail

Microsoft Office

Customer/order management systems

Education

GCSE Maths & English

Tools

Microsoft Excel

CRM / OMS systems

Job description

Breedon Group is seeking a Customer Service Supervisor based at Hope Works, Derbyshire, to lead our Customer Service Advisors within the Customer Service and Distribution department. The role reports to the Internal Sales & Customer Service Manager and focuses on delivering excellent service from initial enquiry through to delivery and aftercare.

You will manage day-to-day team performance, coach and develop staff, handle escalations, and collaborate with Logistics, Commercial and Production