Customer Service Team Leader: Inspire Excellence & KPIs

Apetito-Wiltshire-Farm-Foods; Portbury; Presencial; GBP 35.000 - 37.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Living Wage

33 days holiday

Discretionary bonus

Pension match

Free meals on site

Free parking

Christmas voucher

Salary sacrifice

Retail discounts

Descripción de la vacante

apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings. Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

As a Customer Service Team Leader you’ll inspire and develop a team of Advisors, champion service excellence and drive continuous improvement to deliver an exceptional customer

Formación

• Previous experience supervising a customer service team in a fast-paced call centre or customer service setting.
• Strong customer service background with a passion for delivering excellent customer experiences.
• Pro-active and can-do approach to work, leading by example.
• Proactive handling of customer escalations and complex customer enquiries with pace and urgency to find a resolution as quickly as possible.
• Experience using customer service systems, telephony platforms and Microsoft Office applications.
• Ability to build strong working relationships across departments and influence positive outcomes.
• Proven ability to coach, motivate and develop team members.
• Strong organisational skills with the ability to prioritise effectively and manage competing demands.
• Excellent communication skills, both verbal and written.
• Analytical and data-driven approach to understanding performance and problem solving.
• A continuous improvement mindset with the ability to identify and implement process improvements.
• Resilient and calm under pressure.
• Flexible and adaptable in response to business needs.

Responsabilidades

• Lead, motivate and inspire a team of Customer Service Advisors to deliver outstanding customer service.
• Create and maintain a customer-first culture with customers at the heart of the service.
• Manage day-to-day team performance against KPIs and operational targets.
• Support colleagues and drive continuous improvement through call monitoring, constructive feedback, coaching, regular one-to-ones and performance reviews.
• Analyse customer feedback and service performance data to identify trends and opportunities for improvement.
• Produce accurate performance reports and communicate key findings.
• Coordinate customer communications, ensuring customers are kept informed and updated at all times.
• Support the investigation and resolution of customer complaints and escalations, ensuring positive outcomes.
• Collaboration with colleagues across Operations, Transport, Sales and Distribution to support customer experience and service delivery.
• Support recruitment, onboarding and training activities in the customer service team.
• Promote colleague engagement, wellbeing and a positive team culture.
• Deputise for the Customer Service Manager.

Conocimientos

Supervising team

Customer service excellence

Coaching and development

Analytics and KPI

KPI reporting

MS Office

Communication skills

Pressure handling

Herramientas

CRM systems

Telephony platforms

Microsoft Office

Descripción del empleo

apetito is the UK’s leading food supplier to the health and social care sectors serving more than 1,300 care homes, health care and education settings. Wiltshire Farm Foods, our sister company, is the UK’s largest ready meal supplier cooking and delivering over 330 different delicious frozen ready meals across the UK.

As a Customer Service Team Leader you’ll inspire and develop a team of Advisors, champion service excellence and drive continuous improvement to deliver an exceptional customer