Customer Service Team Leader

evo; Birmingham; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Team Leader to enhance the customer experience within their Birmingham office. This role involves leading a dedicated team, addressing customer queries, and ensuring seamless communication across departments. You'll be the first point of contact for escalations, fostering a culture of excellence and continuous improvement. With a focus on professional development and team motivation, this position offers a unique opportunity to make a significant impact in a fast-paced environment. If you are passionate about customer service and possess strong leadership skills, this could be the perfect fit for you.

Benefits

Flexible working

Pension contributions

Cycle to work scheme

Employee Assistance Programme

State of the art IT equipment

Volunteer days

Qualifications

• Minimum of one year experience in customer service required.
• Strong leadership and communication skills are essential.

Responsibilities

• Support the team with customer queries and escalations.
• Plan workloads and delegate tasks effectively.
• Assess team performance and provide constructive feedback.

Skills

Excellent telephone manner

Excellent written communication skills

Customer service experience

Leadership skills

Interpersonal skills

Attention to detail

Ability to motivate team

Problem-solving skills

Education

GCSE in English (grade C or equivalent)

Tools

Business-specific software

Job description

Customer Service Team Leader

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.

Applicants must have an excellent telephone manner and excellent written communication skills, with the ability to follow all queries through to resolution in a professional and courteous manner.

What will I be doing?

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

Skills and qualifications required:

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

What are we looking for?

1. An individual who can work to deadlines and prioritise workload
2. Knowledge of computer applications and other business-specific software
3. A friendly, patient and a good listener
4. A great communicator and team player
5. Someone who can work in a fast-paced environment
6. Someone who has attention to detail
7. Enthusiasm, drive, motivation, and a passion for Customer Service
8. Able to lead by example and always remain confidential, with a duty to protect privileged information and to share entrusted information responsibly
9. Leadership skills
10. Outstanding communication skills
11. Interpersonal skills and ability to resolve issues
12. Excellent customer service skills
13. 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