Customer Service Team Leader - Drive Excellence (12‑Month FTC)

Chase And Holland; Hull and East Yorkshire; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days plus BH

Free products

Free parking

The opportunity to lead and develop a

Job summary

Chaseandholland in Hull is seeking a proactive Customer Service Supervisor to lead a busy team and deliver exceptional service. You will oversee day-to-day operations, coach staff and build strong customer relationships while driving continuous improvement across the department.

The role requires a proven customer service background, excellent communication skills and the ability to monitor performance metrics.

Qualifications

• Proven experience in customer service or a supervisory/leadership role.
• Excellent communication and interpersonal skills with the ability to build relationships with internal and external customers.
• Strong customer-focused approach with problem-solving abilities to resolve queries efficiently.
• Experience monitoring performance metrics, reporting KPIs and identifying improvement opportunities.
• Experience managing invoice queries or working with export and customs documentation would be beneficial.

Responsibilities

• Oversee the day-to-day operations of the customer service team, ensuring a consistently high standard of service.
• Build and maintain strong relationships with customers, conducting regular calls and performance reviews to understand needs and resolve issues.
• Lead, coach and develop team members, providing training, mentoring and support to drive performance.
• Monitor, report and maintain key customer service KPIs, identifying opportunities for improvement.
• Manage invoice queries, working closely with finance and commercial teams to ensure issues are resolved efficiently.
• Develop and maintain effective customer service policies and procedures, promoting consistency and best practice.
• Work collaboratively with internal departments to ensure customer requirements are met and service levels remain high.
• Ensure export and customs documentation is completed accurately and within required timescales.
• Champion a customer-first culture, taking ownership of challenges and driving continuous improvement across the department.

Job description

Chaseandholland in Hull is seeking a proactive Customer Service Supervisor to lead a busy team and deliver exceptional service. You will oversee day-to-day operations, coach staff and build strong customer relationships while driving continuous improvement across the department.

The role requires a proven customer service background, excellent communication skills and the ability to monitor performance metrics.