Customer Service Team Leader

evo; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a dynamic Team Leader to enhance customer service excellence in Birmingham. This role involves leading a dedicated team, addressing customer inquiries, and fostering a positive work environment. You'll be the first point of contact for escalations, ensuring that customer needs are met swiftly and effectively. If you have a passion for customer service and leadership, and thrive in a fast-paced environment, this is the perfect opportunity to make a significant impact within a supportive team. Join a company that values its people and offers a range of benefits to support your career growth.

Benefits

Flexible working

Pension contributions

Cycle to work scheme

Employee Assistance Programme

State of the art IT equipment

Volunteer days

Qualifications

• Minimum one year of experience in customer service.
• Strong leadership and communication skills are essential.
• Experience in training and motivating team members.

Responsibilities

• Lead the team in resolving customer queries and escalations.
• Plan workloads and delegate tasks effectively.
• Assist with recruitment and training of new employees.

Skills

Customer Service

Leadership

Communication Skills

Team Management

Problem Solving

Interpersonal Skills

Time Management

Attention to Detail

Delegation

Training Experience

Education

GCSE in English (Grade C or equivalent)

Tools

Business-specific software

Job description

Our Corporate Customer Service Team based in Birmingham is looking for a Team Leader to support them with on-the-day queries and to be the first point of contact for all customer escalations.

Servicing our customers, actively promoting an organisational culture that values, reinforces and strives to continuously improve the customer experience should always be the focus, when supporting with leading the team.

This is a great opportunity to be part of a team, liaise with customers, identifying customer needs, building rapport, and offering solutions.

What will I be doing?

• Supporting the wider Corporate Birmingham team with on-the-day queries
• Supporting the Customer Service Senior Advisor and Customer Service Manager
• Be the first point of contact for all customer escalations
• Liaise with Account Managers and internal departments to proactively support the team in resolving customer queries and complaints via first contact resolution
• Dealing with Ad hoc requests as required
• Communicating goals and deadlines to team members
• Planning workloads and delegating tasks
• Creating a productive work environment for the team using trust and other appropriate strategies
• Assessing team performance and providing feedback to employees
• Assisting with recruitment and training employees
• Assisting with the daily operation of the organisation
• Performing customer service functions, including interacting with customers and answering questions
• Providing the team with information about recent developments, programmes and policy changes

Skills and qualifications required:

• Educated to a grade C or equivalent in GCSE in English
• At least one year's experience in customer service
• Professionalism at all times
• Guiding, monitoring and leading a team
• Inspiring positive communication
• Ability to set clear goals and deadlines
• Delegation of tasks
• Equipped to motivate team/individuals to achieve specific objectives and goals
• Capable of measuring team and individual performance and create an atmosphere that promotes growth
• Able to collaborate to complete projects successfully and on time

What are we looking for?

• An individual who can work to deadlines and prioritise workload
• Knowledge of computer applications and other business-specific software
• A friendly, patient and a good listener
• A great communicator and team player
• Someone who can work in a fast-paced environment
• Someone who has attention to detail
• Enthusiasm, drive, motivation, and a passion for Customer Service
• Able to lead by example and always remain confidential, with a duty to protect privileged information and to share entrusted information responsibly
• Leadership skills
• Outstanding communication skills
• Interpersonal skills and ability to resolve issues
• Excellent customer service skills
• Employee training experience

Location:
Birmingham B1

The Company
evo - a powerhouse of brands.

evo Group of Companies is the UK and Ireland's largest multi-channel business supplies and services distributor. We operate a centralised distribution network, with distribution centres around the UK and Ireland, complemented by regional cross-dock sites. Our unrivalled logistics platform includes hundreds of our own delivery vehicles, efficiently delivering a vast range of essential goods to workplaces across the nation.

We Recognise That Our People Are At The Heart Of Our Culture Here At Evo And We Are Proud To Employ Over 2,000 People Across Our Industry Leading Brands

VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline & Staples.

The Benefits

• Flexible working
• Pension contributions
• Cycle to work scheme
• Employee Assistance Programme
• State of the art IT equipment
• Volunteer days