Customer Service Team Lead

Cromwell; Wigston; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Bonus scheme

Pension

30 days annual leave

Maternity/Paternity pay

Healthcare cash plan

Employee Assistance Programme

Job summary

Cromwell in Wigston is looking for a Customer Service Team Leader to inspire, coach and develop a high-performing team focused on exceptional customer experiences. You will lead from the front, drive performance, and collaborate with Sales, Supply Chain and other functions to improve service delivery.

You will use data and insights to identify opportunities, coach staff, manage performance against KPIs, and build strong cross-functional relationships.

Qualifications

• Experience leading or supervising a customer service team.
• Strong coaching and people management skills.
• Experience using KPIs to monitor performance.

Responsibilities

• Lead, coach and develop a high-performing Customer Service team.
• Drive operational performance and achievement of service KPIs.
• Support colleagues through coaching, feedback and performance development.
• Act as the escalation point for complex customer issues.
• Identify opportunities for continuous improvement and operational efficiency.
• Build strong relationships across the business to improve customer outcomes.

Skills

Leadership

Coaching

KPI Management

Stakeholder Management

Data Analysis

Communication

Job description

As our new Customer Service Team Leader, you'll inspire, coach and develop a high-performing team committed to delivering exceptional customer experiences. Leading from the front, you'll drive operational excellence, colleague engagement and continuous improvement while ensuring your team achieves its performance goals.

Working closely with Sales, Supply Chain and wider business functions, you'll champion collaboration, innovation and customer focus, using data and insight to improve service delivery and support business success.

Some of your key responsibilities:

• Lead, coach and develop a high-performing Customer Service team.
• Drive operational performance and achievement of service KPIs.
• Support colleagues through coaching, feedback and performance development.
• Act as the escalation point for complex customer issues.
• Identify opportunities for continuous improvement and operational efficiency.
• Build strong relationships across the business to improve customer outcomes.

What do I need to be successful in this role?

• Proven experience leading or supervising a customer service team.
• Strong coaching, leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Experience managing performance through KPIs and service levels.
• Strong analytical, planning and problem-solving skills.
• A collaborative leadership style with a passion for developing people.

What’s in it for me?

• A competitive salary alongside inclusion into our company bonus scheme. Our Cromwell Incentive Plan reinforces our key principle of winning as one team and sharing in our success.
• Enhanced employer pension contribution.
• 30 days annual leave entitlement including Bank Holidays – Whilst this is common amongst businesses, we also offer the opportunity to purchase additional annual leave in case you need extra days.
• Welcoming a new addition to the family is a precious time and one that we want our team members to enjoy. We support our team members by offering enhanced Maternity & Paternity pay so that you can plan for your time off with your family.
• It’s important to us that we look after the health and wellbeing of our team members and our Healthcare Cash Plan does just that! Your cash plan is funded by Cromwell and provided by our trusted partner who are one of the oldest and largest healthcare cash plan providers in the UK
• As part of our Great Place to Work initiatives, we are pleased that our Employee Assistance Programme (EAP) is available to all Cromwell team members. We recognise that it’s not always easy to balance your work, personal and family life, and that’s where the EAP can help you better manage any issues you may be experiencing.

Who are Cromwell?

No matter where you are in your career – or where you want to be – we’re here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we’re all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.

Cromwell has been established for over 50 years and is a supplier of industrial tools, offering an unrivalled choice of products to all industries, professions and trades. Of all the work we do, we are famous for Safety, Cutting Tools, Hand Tools and Power Tools and Abrasives. We have expertise within our technical teams who can provide audits and offer advice on how your business can improve with the help of these four key categories.

We are committed to delivering a truly customer focused and cost-effective service that successfully matches your company’s needs. Supplying the largest range available from a single source, including products from Welding and Site Maintenance to Office Supplies and Hygiene and more.

Diversity, Equity, Inclusion and Belonging

Our aim is to create an environment that is welcoming to all people and ensures we treat each other and customers with respect. We appreciate different and fresh ways of thinking, encouraging innovation where colleagues feel they can express their views freely, and create a working atmosphere in which everyone is able to deliver a high-quality service.