Customer Service Team Leader

Broadband Visual Communications; Lisburn; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative and fast-paced company is seeking a Customer Service Team Leader to guide a dedicated team in delivering exceptional service. This role is pivotal in enhancing team performance, driving efficiency, and ensuring customer satisfaction. You'll engage with your team to meet KPIs and objectives while fostering a positive work environment. The ideal candidate will have a strong leadership background, excellent communication skills, and a passion for customer service. Join a supportive workplace that values personal and professional development, offering a generous benefits package and career growth opportunities.

Benefits

25 days annual leave plus Bank Holidays

Company pension

Enhanced Maternity & Paternity leave

Friendly & sociable teams

Career development opportunities

Company profit bonus schemes

Cycle2work schemes

Qualifications

• Proven record in effective leadership and customer service.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and inspire a team to deliver exceptional customer service.
• Identify operational risks and areas for process improvement.

Skills

Leadership

Customer Service

Communication

Organizational Skills

Commercial Acumen

Self-Motivation

Tools

Microsoft Outlook

Microsoft Applications

Job description

Scientific Laboratory Supplies have an exciting opportunity for a Customer Service Team Leader to join our innovative & fast paced business based in Northern Ireland. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary.

About us

SLS are the UK’s largest independent supplier of laboratory equipment, chemicals & consumables. Because of our independence, we have a unique approach to sourcing & supplying the highest quality, best value products & brands.

About the Customer Service Team Leader role:

As a Customer Service Team Leader, your prime objective is to lead and inspire a team of Customer Service Coordinators. Ensuring the delivery of exceptional service and the embodiment of our core values.

To gain a deep understanding of your team’s responsibilities and remit, there will be a coordinator element within the role gaining hands on experience with coordination tasks. This will enable you to identify areas for improvement, implement meaningful change, and strategically plan for growth and the success of the team.

You will collaborate with peers and other internal departments to exceed customer expectations, drive internal efficiency by implementing process, and manage employee performance in line with departmental KPIs.

As our Customer Service Team Leader you will be responsible for:

• Engage and motivate your team to deliver service excellence and meet set KPI’s and objectives.
• Monitor all aspects of employee engagement with customers.
• Identify and highlight any operational risks and areas for process improvement.
• Monitor the activity of incoming and outgoing work and reallocate resources where needed.
• Daily housekeeping tasks such as managing personal requirements, approving and balancing annual leave requests.
• Work closely with the CS team manager to form proposals that will provide fresh ideas and solutions that supplement our strategic business plan.
• Deliver regular training and support for your team.
• Chair regular team meetings and attend internal meetings with peers.
• Work with our facilities manager to ensure we are health and safety compliant in regional office.
• Directly liaise with service contractors in the absence of facilities manager on site.
• Oversee sales order processing within region, and project manage high profile orders.
• Govern CS liaison with our Aftersales department.
• Processing customer returns

The successful Customer Service Team Leader will have the following:

• A proven record in effective leadership, and the ability to lead by example.
• Passion for delivering exceptional service, and for supporting team members.
• A level of commercial aptitude and an understanding of business acumen.
• Extremely strong customer service ethics.
• Excellent written and verbal communication.
• Self-motivated, with the initiative to develop people and improve efficiency.
• Highly organised and methodical.
• Proven record of delivering service excellence in a busy environment.
• Proficiency in Outlook and Microsoft applications.

What we offer

Alongside our commitment to your professional & personal development, Customer Service Team Leader will also receive a generous benefits package including:

• 25 days annual leave plus Bank Holidays
• Company pension
• Enhanced Maternity & Paternity leave
• Small, friendly, & sociable teams with staff events
• Career opportunities for development & progression
• Company profit bonus schemes
• We are also proud to be a Living Wage Employer
• Cycle2work schemes

SLS is proud to be an equal opportunity workplace and is an affirmative action employer. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

Please click ‘apply’ today to become our Customer Service Team Leader – we would love to hear from you!