Customer Service Team Lead - 12-Month FTC

Chase and Holland; Hessle; On-site; GBP 31,000 - 41,000; Full time

Benefits offered by this job

25 days + Bank Holidays

Free products

Free parking

Opportunity to lead and develop a CS

Collaborative working environment

Job summary

Chase and Holland in Hull is seeking a Customer Service Supervisor to lead a busy team and uphold an outstanding level of service. You will oversee daily operations, develop staff, and collaborate with finance, export and commercial teams to resolve issues and improve processes.

The role requires strong communication, a customer-focused mindset and a track record in monitoring KPIs. It offers a structured environment focused on quality, service and continuous improvement.

Qualifications

• Proven experience in customer service or similar role with supervisory duties.
• Excellent communication and interpersonal skills.
• Customer-focused with strong problem-solving abilities.
• Experience monitoring performance metrics and KPIs.
• Experience with invoice queries or export/documentation is beneficial.

Responsibilities

• Oversee the day-to-day operations of the customer service team, ensuring a consistently high standard of service.
• Build and maintain strong relationships with customers, conducting regular calls and performance reviews to understand their needs and resolve any issues.
• Lead, coach and develop customer service team members, providing training, mentoring and support to drive performance.
• Monitor, report and maintain key business and customer service KPIs, identifying opportunities for improvement.
• Manage invoice queries, working closely with finance and commercial teams to ensure issues are resolved efficiently.
• Develop and maintain effective customer service policies and procedures, promoting consistency and best practice.
• Work collaboratively with internal departments to ensure customer requirements are met and service levels remain high.
• Ensure export and customs documentation is completed accurately and within required timescales.
• Champion a customer-first culture, taking ownership of challenges and driving continuous improvement across the department.

Skills

Customer service leadership

Team leadership

Communication skills

Problem solving

KPI tracking

Job description

Chase and Holland in Hull is seeking a Customer Service Supervisor to lead a busy team and uphold an outstanding level of service. You will oversee daily operations, develop staff, and collaborate with finance, export and commercial teams to resolve issues and improve processes.

The role requires strong communication, a customer-focused mindset and a track record in monitoring KPIs. It offers a structured environment focused on quality, service and continuous improvement.