Customer Service Team Leader

TieTalent; Glasgow; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Up to 5% annual bonus

25 days holiday plus bank holidays

Enhanced Maternity & Paternity Leave

Pension Employer Contribution Scheme

Job summary

A leading dairy products company in Scotland is seeking a Customer Service Team Leader. This fixed term role focuses on exceeding customer expectations and leading team performance. Candidates should have strong team management skills, experience in fast-paced customer service, and proficiency in tools like SAP. The position offers benefits including life assurance and a performance-related bonus.

Qualifications

• Experience of leading a team.
• Good understanding of internal and external supply chains.
• Ability to manage priorities to meet tight deadlines.

Responsibilities

• Support the review and development of processes in the Customer Service Centre.
• Measure team performance through call observations.
• Manage customers to improve service.

Skills

Team management skills

Fast-paced phone customer service

Problem-solving skills

Logical thinking

Time management skills

Proficiency in Excel

Tools

SAP

AS400

COGNOS

Job description

Overview

Join to apply for the Customer Service Team Leader role at TieTalent.

Role details

• Full-Time, 5 over 7 days
• 12 month Fixed Term Contract
• Location: East Kilbride

Mller UK & Ireland is wholly owned by the Unternehmensgruppe Theo Mller which employs over 24,000 people throughout Europe. In the UK, Mller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from more than 1,700 British farmers. The Mller brand is ranked at No.7 in The Grocers Top 100 list of Britains Biggest Brands, and is also the 7th most chosen brand in the UK.

Role summary

We are recruiting an experienced Customer Service Team Leader for a fixed term of 12 months, to join our Mller Milk & Ingredients business. The successful candidate will ensure that customer needs are not only met but exceeded, aiming to provide excellent customer service. This role involves guiding the team to achieve set goals and driving service improvements in alignment with our supply network setup.

Responsibilities

• Support the review and development of processes, procedures, and Standard Operating Procedures across the Customer Service Centre.
• Measure team performance through adherence, call observations, and handling of order capture.
• Manage customers, including hyper care customers, through care calls and addressing root causes to improve service.
• Collaborate with the Commercial team to retain and develop the regional customer base.
• Work cross-functionally with various departments (MMID, Production Planning, Commercial) to fulfil customer requirements.
• Proactively manage workload throughout each day, ensuring all tasks are covered and resources are utilised effectively.
• Manage team performance, recruitment, one-on-ones, team training, and development, embedding a high-performance team culture.

Qualifications

• Team management skills and experience of leading a team.
• Confident with fast-paced telephone customer service environments with demanding KPIs.
• Experience with SAP, AS400, and COGNOS.
• Good understanding of internal and external supply chains for product supply to retailers within FMCG.
• Problem-solving, logical thinking, planning, and time management skills.
• Proficiency in Excel.
• Ability to manage priorities to meet tight deadlines.

Benefits

• Up to 5% annual bonus
• 2 x Life Assurance policy
• 25 days holiday plus bank holidays (rising with service)
• Enhanced Maternity & Paternity Family Leave
• Enhanced Bereavement Leave
• Pension Employer Contribution Scheme (matched up to 8%)
• Access to Aviva DigiCare +
• Exclusive access to Mller Rewards, offering a variety of online and in-store discounts

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Other

Industries

• Technology, Information and Internet