Customer Service Team Leader

Cogent; Chester; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual leave

Matched Pension

Life Assurance

BUPA healthcare

Dental Plan

Long Service Awards

Employee Discounts

Enhanced family leave

Job summary

Cogent in the United Kingdom seeks a customer service leader to manage day-to-day operations and drive a high-quality, customer-focused service. You will oversee order processing, contract management and issue resolution while collaborating across the business to improve accuracy and efficiency.

You will lead the Domestic Customer Service Team, coach staff, manage complaints, maintain records and generate insightful reports for stakeholders. A driver is required due to office location.

Qualifications

• Experience leading or coordinating a customer service or admin team.
• Proven ability to motivate and develop staff.
• Strong customer service focus with issue resolution.
• Excellent communication and stakeholder relationship skills.
• Experience with Microsoft Dynamics Business Central is desirable.
• Proficient in Microsoft Office applications, especially Excel/Outlook.
• Organised with ability to prioritise multiple tasks and deadlines.
• Attention to detail and accuracy in records handling.
• Strong problem-solving mindset with continuous improvement drive.
• Accountability, initiative and leadership by example.
• Positive, resilient and adaptable under pressure.

Responsibilities

• Provide day-to-day leadership and guidance to the Domestic Customer Service Team.
• Coach and develop team members with regular feedback.
• Oversee customer service administrative activities and procedures.
• Ensure accurate processing of orders, quotes and invoices.
• Own Liquid Nitrogen and Precision Service Contracts, renewals and monitoring.
• Escalate and resolve customer inquiries and complaints promptly.
• Coordinate customer complaint investigations with other departments.
• Maintain accurate customer records and databases.
• Produce and analyse customer service reports for Sales Managers.
• Build strong relationships with customers, sales teams and internal departments.
• Identify process improvements to enhance service levels and efficiency.
• Support inventory and administrative activities with the team.

Skills

Leadership

Team coaching

Customer service

Communication

Microsoft Dynamics

Excel

Organizational skills

Prioritisation

Attention to detail

Problem solving

Accountability

Adaptability

Tools

Dynamics 365 BC

Excel

Outlook

Word

Job description

Main Purpose of Role:

To provide day-to-day leadership and management of Cogent’s Customer Service Team, ensuring the delivery of a high-quality, efficient and customer-focused service. The role is responsible for overseeing customer service operations, including order processing, contract management, customer issue resolution, database management and administrative support, while driving accuracy, continuous improvement and effective collaboration across the business.

Key Responsibilities:

• Provide day-to-day leadership, guidance and support to the Domestic Customer Service Team, ensuring high standards of performance, customer service and productivity are maintained.
• Manage, coach and develop team members through regular communication, training and performance feedback, fostering a positive and collaborative working environment.
• Oversee and support all customer service administrative activities, ensuring work is completed accurately, efficiently and in line with company procedures.
• Ensure the timely and accurate processing of customer sales orders, quotations, invoices and related documentation, maintaining a strong focus on attention to detail and customer satisfaction.
• Take ownership of all Liquid Nitrogen and Precision Service Contracts, ensuring agreements are issued promptly, monitored proactively, maintained accurately and renewed where appropriate to maximise business opportunities.
• Deliver exceptional customer service by acting as a point of escalation for customer enquiries, issues and complaints, ensuring concerns are resolved professionally and within agreed timescales.
• Manage and coordinate the customer complaint process, conducting investigations where required and working with relevant departments to implement effective and lasting resolutions.
• Maintain the integrity of customer records and databases, ensuring information is accurate, up to date and compliant with company requirements.
• Produce and analyse customer service and business support reports, providing meaningful information and insights to Sales Managers and other stakeholders as required.
• Build and maintain strong working relationships with customers, sales teams and internal departments to ensure effective communication and the delivery of a seamless customer experience.
• Identify opportunities to improve processes, service levels and operational efficiency, collaborating with colleagues across the business to implement continuous improvements.
• Support inventory, operational and administrative activities as required, working closely with the Customer Service & Inventory Manager to ensure departmental objectives are achieved.
• Assist with planning workloads, prioritising tasks and allocating resources effectively to meet business demands and service level expectations.
• Ensure compliance with company policies, procedures and quality standards, promoting best practice throughout the Customer Service function.

Essential Skills:

• Previous experience leading, supervising or coordinating a customer service, administration or business support team.
• Proven ability to motivate, support and develop team members, promoting a positive and highperforming working environment.
• Strong customer service experience, with a commitment to delivering excellent service and resolving customer issues effectively.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues and stakeholders at all levels.
• Previous use of Microsoft Dynamics Business Central is desirable but not essential.
• Proficient in Microsoft Office applications, particularly Excel, Word, Outlook.
• Strong organisational skills with the ability to prioritise workloads, manage competing demands and meet deadlines.
• Ability to work effectively under pressure whilst maintaining accuracy and attention to detail.
• Problemsolving mindset with the ability to identify issues, implement solutions and drive continuous improvement.
• Demonstrates accountability and initiative, taking ownership of responsibilities and leading by example.
• Positive, resilient and adaptable approach, tackling challenges with enthusiasm and professionalism.

Enhanced Benefits

• Annual leave entitlement starting at 23 days plus bank holiday, increasing with length of service up to 28 days plus bank holidays
• Matched Pension Scheme
• Life Assurance (4 times basic salary)
• BUPA healthcare and Dental Plan
• Long Service Awards at 5, 10, 15, 20 and 30 years
• Employee Discounts
• Enhanced family leave

Additional Information:

Due to the location of the office and no local public transport routes, you must be able to drive and have access to yourown vehicle.