Customer Services Deputy Team Lead Customer Service Exeter Fulltime

ForFarmers UK Limited; Exeter; On-site; GBP 30,000 - 40,000; 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 contract. This full-time position involves overseeing customer service operations, leading a team, and ensuring high standards of service delivery. The ideal candidate will have strong leadership skills, excellent communication abilities, and experience in customer service roles. This role offers an opportunity to contribute to a dynamic team and enhance customer satisfaction.

Qualifications

• Experience in a Customer Experience role with leadership skills.
• Ability to work accurately and professionally under pressure.
• Strong communication and relationship management skills.

Responsibilities

• Deliver world-class tailored customer service to both internal and external customers.
• Support the Team Lead in managing the performance of the Customer Service Department.
• Handle customer and key stakeholder interactions professionally.

Skills

Leadership

Communication

Problem-solving

Organizational skills

Relationship management

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. The role aims to deliver the highest levels of customer service by leading and developing the customer services team, in line with policies and procedures aligned with the National Customer Services Team. It involves ensuring the business maintains a reputation for reliability (OTIF), effective communication, and service level enhancement at every opportunity.

Purpose of the job

1. Deliver world-class tailored customer service to both internal and external customers.
2. Support the Team Lead in managing the performance of the Customer Service Department (CSD) team against set objectives.
3. Coach and support the South RUM CSD team through daily processes and act as a point of escalation for problem-solving, peak demand, and issue resolution.
4. Handle customer and key stakeholder interactions professionally, listening to and reviewing needs to ensure the best outcomes for both the customer and ForFarmers.
5. Build and maintain strong relationships with internal and external stakeholders.
6. Oversee and ensure accurate, proactive management of ordering, prescriptions, and complaints processes.
7. Ensure all daily targets and tasks for South RUM CSD are completed timely and accurately.
8. Manage capacity and demand balancing to optimize efficiency and service quality.
9. Handle the complaint process efficiently, investigating root causes and implementing appropriate solutions.
10. Support sales and supply chain teams with accurate customer and supply performance information.

Key Accountabilities

1. Manage reporting requirements for customers, supply chain, and Account Managers, identifying areas for improvement.
2. Ensure timely and high-standard completion of all tasks and deliverables.
3. Investigate and resolve complex or long-standing customer problems.
4. Maintain knowledge of products/services relevant to the customer.
5. Participate in Supply Chain meetings, providing relevant updates on capacity, issues, and developments.
6. Lead the customer service team actively, motivating and training to meet KPIs.
7. Support team recruitment and internal career development.
8. Implement continuous improvement initiatives to optimize team productivity.
9. Ensure team safety and adherence to safety policies and procedures.

Qualifications/Experience

• Experience in a Customer Experience role with leadership skills.
• Ability to work accurately and professionally under pressure.
• Highly motivated with exceptional attention to detail and organizational skills.
• Strong communication and relationship management skills.
• Effective influencing skills at all organizational levels.

• IT knowledge – SAP / Excel desirable.
• Problem-solving skills.
• Receptive to and capable of providing constructive feedback; eager for coaching and development.
• Leadership qualities: leading by example, empathetic, and considerate of customer and employee needs.