Customer Service Team Leader

Michael Page; Sheffield; Hybrid; GBP 31,000 - 33,000; Full time

Job summary

A leading recruitment agency is seeking a CS Team Leader to oversee a customer service team in Sheffield. This permanent position emphasizes delivering exceptional customer service and team management. Key responsibilities include leading the team, monitoring performance, resolving issues, and collaborating with other departments. The successful candidate will enjoy a competitive salary of £31,000 to £33,000 annually, with opportunities for career development and a supportive company culture that values hybrid working. Apply today to advance your career!

Benefits

Competitive salary

Career development opportunities

Supportive company culture

Hybrid working

Great benefits package

Qualifications

• Proven leadership experience in a customer service environment.
• Ability to analyze performance metrics and implement improvements.
• Strong communication skills and ability to resolve conflicts.

Responsibilities

• Lead and manage the customer service team for high performance.
• Monitor operations, implement improvements, and resolve customer issues.
• Prepare reports to track team performance and KPIs.

Skills

Leadership

Customer Service Management

Performance Monitoring

Team Development

Problem Solving

Job description

This is an exciting opportunity for a CS Team Leader to oversee and manage a customer service team in the manufacturing sector. The role is based in Sheffield and requires a focus on delivering excellent customer service and team management.

Client Details

I am working in partnership with this reputable organisation to recruit for a Team Leader on a permanent basis. This permanent role offers a chance to use your leadership skills to provide coaching, support and ensuring smooth operations throughout the team.

Description

• Lead and manage the customer service team to ensure high levels of performance and engagement.
• Monitor and evaluate customer service operations to identify areas for improvement.
• Ensure all customer queries and complaints are resolved promptly and effectively.
• Collaborate with other departments to improve the customer experience.
• Prepare and analyse reports to track team performance and KPIs.
• Train and develop team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures within the team.
• Support the implementation of new processes and technologies to improve efficiency.

Profile

A successful CS Team Leader should have:

• Provide front line leadership for the Customer Service team.
• Deliver, and where possible, exceed all performance metrics within your area of responsibility.
• Maintain high quality standards across all customer interactions and company KPIs.
• Act as an escalation point for customer issues, focusing on resolving root causes rather than addressing only immediate concerns.
• Support key account reviews in collaboration with stakeholders.
• Assess customer profiles to identify opportunities for increased sales.
• Collaborate with commercial teams to promote stock availability and drive sales growth.
• Work with the Sales & Operational Planning Team to identify and resolve scheduling changes aligned with production.
• Identify areas for improvement and ensure customer compliance with processes and policies.
• Continuously monitor performance and KPIs, implementing improvement actions as needed.
• Manage all people-related responsibilities, including performance reviews, attendance management, and other personnel matters.
• Oversee team workflow to ensure efficiency and service consistency.
• Coach and develop team members to enhance knowledge, capability, and overall productivity.
• Serve as a subject matter expert within the Customer Service function.
• Manage scheduling and liaise with transport partners to ensure on time, in full deliveries.
• Manage haulage payments and associated administrative processes.

Job Offer

• A competitive salary ranging from 31,000 to 33,000 per annum.
• A new exciting position within a respected organisation.
• Opportunities for career development within the manufacturing sector.
• Supportive and collaborative company culture.
• Hybrid working.
• Great benefits package.

If you are ready to take the next step in your career as a CS Team Leader, we encourage you to apply today!