Customer Service Team Leader: Growth & Process Champion

Cogent; Chester; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Annual leave

Matched Pension

Life Assurance

BUPA healthcare

Dental Plan

Long Service Awards

Employee Discounts

Enhanced family leave

Job summary

Cogent in the United Kingdom seeks a customer service leader to manage day-to-day operations and drive a high-quality, customer-focused service. You will oversee order processing, contract management and issue resolution while collaborating across the business to improve accuracy and efficiency.

You will lead the Domestic Customer Service Team, coach staff, manage complaints, maintain records and generate insightful reports for stakeholders. A driver is required due to office location.

Qualifications

• Experience leading or coordinating a customer service or admin team.
• Proven ability to motivate and develop staff.
• Strong customer service focus with issue resolution.
• Excellent communication and stakeholder relationship skills.
• Experience with Microsoft Dynamics Business Central is desirable.
• Proficient in Microsoft Office applications, especially Excel/Outlook.
• Organised with ability to prioritise multiple tasks and deadlines.
• Attention to detail and accuracy in records handling.
• Strong problem-solving mindset with continuous improvement drive.
• Accountability, initiative and leadership by example.
• Positive, resilient and adaptable under pressure.

Responsibilities

• Provide day-to-day leadership and guidance to the Domestic Customer Service Team.
• Coach and develop team members with regular feedback.
• Oversee customer service administrative activities and procedures.
• Ensure accurate processing of orders, quotes and invoices.
• Own Liquid Nitrogen and Precision Service Contracts, renewals and monitoring.
• Escalate and resolve customer inquiries and complaints promptly.
• Coordinate customer complaint investigations with other departments.
• Maintain accurate customer records and databases.
• Produce and analyse customer service reports for Sales Managers.
• Build strong relationships with customers, sales teams and internal departments.
• Identify process improvements to enhance service levels and efficiency.
• Support inventory and administrative activities with the team.

Skills

Leadership

Team coaching

Customer service

Communication

Microsoft Dynamics

Excel

Organizational skills

Prioritisation

Attention to detail

Problem solving

Accountability

Adaptability

Tools

Dynamics 365 BC

Excel

Outlook

Word

Job description

Cogent in the United Kingdom seeks a customer service leader to manage day-to-day operations and drive a high-quality, customer-focused service. You will oversee order processing, contract management and issue resolution while collaborating across the business to improve accuracy and efficiency.

You will lead the Domestic Customer Service Team, coach staff, manage complaints, maintain records and generate insightful reports for stakeholders. A driver is required due to office location.