Customer Service Team Lead - Elevate Service & KPIs

Trimline Group; Swanley; On-site; GBP 26,000 - 34,000; Full time

Job summary

Trimline Group is seeking a Customer Service Team Leader in the United Kingdom to oversee the CS team and ensure service KPIs are met. The role focuses on accurate quote and order processing, daily team management, and delivering high levels of customer support.

You will motivate the team to go the extra mile, coordinate with the warehouse to improve OTIF, coach staff on error rates and call performance, and drive product training using available technical resources.

Responsibilities

• Ensure that Quote and orders are processed in the correct way
• Manage the team on a day to day basis, to ensure performance targets are hit
• Motivate the team, to provide an A1 service to each customer, going the extra mile
• Manage communication with the warehouse team, to increase our OTIF score
• Coach team members based upon their error rate and phone call ratings
• Ensure customers outstanding orders are actioned promptly
• Organise product training for the CS Team, utilising our technical resource
• Process orders working alongside Cilla Hayward and answering telephone calls as required

Job description

Trimline Group is seeking a Customer Service Team Leader in the United Kingdom to oversee the CS team and ensure service KPIs are met. The role focuses on accurate quote and order processing, daily team management, and delivering high levels of customer support.

You will motivate the team to go the extra mile, coordinate with the warehouse to improve OTIF, coach staff on error rates and call performance, and drive product training using available technical resources.