Customer Services Deputy Team Lead

ForFarmers UK Limited; Exeter; On-site; GBP 30,000 - 38,000; Full time

Job summary

A leading company in the agricultural sector is seeking a Customer Services Deputy Team Lead for an 18-month maternity cover. This full-time role involves overseeing customer service operations, ensuring high standards of service, and leading a dedicated team. The ideal candidate will possess strong leadership and communication skills, with a focus on problem-solving and relationship management. Join a dynamic team committed to delivering exceptional customer experiences.

Qualifications

• Experience in a Customer Experience role with leadership skills.
• Strong communication and relationship management skills.

Responsibilities

• Deliver world-class tailored customer service to internal and external customers.
• Manage the performance of the customer service team against agreed objectives.
• Investigate and solve customer problems efficiently.

Skills

Leadership

Communication

Problem Solving

Relationship Management

Education

Customer Experience Role

Tools

SAP

Excel

Job description

Customer Services Deputy Team Lead

(Maternity Cover 18 month contract)

Full Time 37.5 hours

ForFarmers, Sowton Industrial Estate, Kestrel Way, Exeter EX2 7LN

This role involves deputy responsibility for the customer service representatives at Exeter & Carmarthen, and responsibility for the daily operations within Customer Services. This role will provide the highest levels of customer service, through leading and developing the customer services team, in line with policies and procedures aligned with the National Customer Services Team. This will involve ensuring the business is creating a reputation for reliability (OTIF), effective communication and enhancing our service level at every opportunity.

Purpose of the job

• Delivering world class tailored customer service to both internal and external customers
• Supporting the Team Lead to manage the performance of the CSD team against agreed objectives
• Coaching and supporting the South RUM CSD team through daily processes and to act as a point of escalation for problem solving, peak demand and issue resolution
• Dealing with customers and key stakeholders in a highly professional manner - listening to and reviewing needs accordingly, ensuring the best possible outcome for both the customer and ForFarmers
• Building and maintaining strong relationships with key stakeholders internally and externally
• Overseeing and ensuring accurate, proactive management of the ordering, prescription and complaint process
• Ensuring all daily targets and tasks for South RUM CSD are completed within a timely fashion and accurately
• Manage the capacity and demand balancing process, ensuring the right balance between efficiency and service
• Managing the complaint handling process efficiently, investigating the route cause and ensuring appropriate solutions are put in place
• Support the sales and supply chain teams with accurate information on customers and supply performance

Key Accountabilities

• Manage the reporting requirements for the customer, supply chain and Account Managers, whilst identifying areas of improvement
• Ensuring all tasks and deliverables are completed on time and to a high standard
• Investigate and solve customer problems, which may be complex or long-standing
• Understanding and keeping ahead of products/services specific to the customer
• Attend Supply Chain meetings contributing relevant information on capacity, issues, developments etc
• Hands on leadership of the customer service team, with a focus on motivating and training to deliver a high standard of customer service via KPI’s
• Support with team recruitment and supporting internal career development where required
• Operate under a continuous improvement approach by defining and implementing new processes and procedures to optimise the team's productivity
• Ensure that team performs their tasks safely and are aware of the latest safety policies and procedures

Qualifications/Experience

• Experience working in a Customer Experience role with leadership skills
• The ability to work accurately and professionally under pressure
• A highly motivated individual, with exceptional attention to detail and organisational skills
• Strong communication skills and an affinity for relationship management
• Strong influencing skills at all levels

• IT knowledge – SAP / Excel desirable
• Problem solving skills
• An ability to receive and provide constructive feedback, as well as a desire to be coached for optimum performance
• A strong individual who leads by example, is empathetic and considerate of customer / employee needs