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

2 x Life Assurance policy

25 days holiday plus bank holidays

Enhanced Maternity & Paternity Leave

Pension Employer Contribution Scheme

Job summary

A leading recruitment agency is seeking a Customer Service Team Leader in East Kilbride. This full-time role focuses on guiding the team to surpass customer expectations, improving service processes, and managing customer interactions in a fast-paced environment. Candidates should have strong team management skills, experience in customer service, and familiarity with SAP and Excel. This role offers benefits including an annual bonus and 25 days of holiday.

Qualifications

• Experience leading a team is crucial.
• Comfortable in a fast-paced telephone environment.
• Understanding of supply chains in FMCG is beneficial.

Responsibilities

• Support process reviews and development within the Customer Service Centre.
• Measure team's performance through various metrics.
• Manage customer relationships and service improvements.

Skills

Team management skills

Confident in fast-paced customer service

Problem-solving skills

Logical thinking

Time management skills

Proficiency in Excel

Tools

SAP

AS400

COGNOS

Job description

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Mller UK & Irelandis wholly owned by Unternehmensgruppe Theo Mller which employs over 31,000 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 1,300 farmers in Britain.Mller is ranked within the top 20 in The Grocer's Top 100 list of Britain's Biggest Brands and is picked from shelves millions of times each year. Mller UK & Ireland includes:

Mller Milk & Ingredients which aims to be Britain's private label dairy leader and produces branded and private label fresh milk, cream, butter and ingredients products. It boasts a network of dairies and depots servicing customers throughout the country.

Mller Yogurt & Dessertswhich is the UK's leading yogurt manufacturer which aims to create millions more Mller moments for its consumers. It is responsible for major brands like Mller Corner, Mllerlight, Mller Bliss, Mller Rice, FRijj and Mller Kefir Smoothie and produces chilled desserts under licence from Mondelez International. It also supplies the UK private label yogurt market from a dedicated, state of the art yogurt facility.

We're recruiting ... Customer Service Team Leader

Customer Service Team Leader

Full-Time - 5 over 7 days

12 month Fixed Term Contract

East Kilbride

We are recruiting for 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.

Main 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.
  
  

Key Requirements:

• 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
  
  

The Process

If you have the skills and experience in the above areas and would like to be considered for this role, please

apply at www.mullercareers.co.uk

#pinksquid

Contact Details:

F.A.O. UK Recruitment, Mller UK & Ireland, Shrewsbury Road, Market Drayton, Shropshire, TF9 3SQ

TITL1_UKTJ

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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